At the forefront of customer experience trends, our team creates CX white papers and reports to guide and empower practitioners to tackle even the most complex challenges.
Jim Tincher outlines a CX-specific adaptation to Kotter’s eight-step change management framework to help CX practitioners utilize change management effectively to achieve and sustain attention-getting business goals.
This white paper explores three possible ways you can link your CX program to business outcomes in terms that will impress the C-suite: End-to-End CX Impact; Behavioral or Operational CX Impact; and Journey CX Impact.
This report shows the journey map and key insights from interviews with over two dozen CX leaders from North America and the UK to uncover critical moments for customer experience professionals as they seek to effect customer-centric change for their organizations.
From insurance to chemical manufacturing, Jim Tincher shares case studies of companies designing Customer Experiences towards an Emotional North Star.
This CX white paper snapshots the current state of journey mapping and shows what works and what doesn’t for customer journey mapping practitioners.