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.
When creating a customer experience (CX) team, it’s easy to imagine the possibilities. But in the key first months of your customer experience department’s existence, where can you focus your attention? To answer this, we interviewed 33 North American CX leaders who shared their feedback on their own journeys. In this white paper, we will walk you through how to begin building your team and how to move forward with a keen eye for what will make your team shine.
In this white paper, we present a process to break down barriers in creating a company-wide approach to customer experience through stakeholder management. We will first show the challenges in the current state and will introduce Prosci’s AKDAR change management model. Then we will show how to implement stakeholder management in your organization for a unified CX vision.
In 12 Big CX Ideas from Do B2B Better, Jim Tincher outlines main themes from the book that customer experience professionals can readily incorporate into their CX programs to initiate tangible growth within their organizations. With supplementary videos highlighting each theme, uncover the Change Maker actions that have led to CX success in top customer experience programs.
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 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.
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.
