Tag Archive for: driving change

Drive Your CX Strategy With Dashboards

My time as a CX practitioner (as opposed to a consultant) is a bit dated, in that I left that role more than a decade ago. But it’s still important (even more so in my current role) to keep up to date on the state of the practice.

That’s how I deliver best-in-class services to our clients. And why I regularly interview CX leaders to learn more about their efforts, successes, and challenges.

Before COVID, I did this by spending two days on-site, embedded in a selected organization. During that time, I’d shadow a CX leader, attend meetings, and ask interview questions.

In the eight years since I founded Heart of the Customer, these were the days I learned the most. Read more

A Wonkish Look at Hiring a CX Leader

I’m pretty sure I’m going to take some flak for my recommendations, but today I want to talk about what it takes to be a successful customer experience leader, and how to hire the right person for the role.

Before I get into our findings, let’s stop by my bookshelf…

There you’ll find Outliers from Malcolm Gladwell, which popularized the 10,000-hour rule. That’s Gladwell’s contention that to be successful in a domain, you need 10,000 hours of dedicated practice. Read more

Execs: It’s Time to Raise Your Expectations!

As I wrote previously, the jostling in the customer experience (CX) technology marketplace over the summer saw Kitewheel purchased by CSG, Usermind purchased by Qualtrics, and Medallia taken private by Thoma Bravo. Then Qualtrics bought Clarabridge, too.

Earlier this month, Genesys acquired Pointillist and Exceed.ai.

And there’s likely more to come.

All that activity might have escaped your notice, but that doesn’t mean you’ll escape the ramifications.

So what do these developments mean for you? Opportunity, if you play your cards right; danger, if you sit out this hand. Read more

10 Questions for B2C CX Leaders

This is the first in a three-part series that explores critical questions CX leaders should be asking – and able to answer. There will be some overlap between B2C, B2B, and B2B2C issues, but I want to address each audience individually, starting here with B2C. Next week, I address B2B leaders.

One thing I’ve noticed over years of talking with hundreds of CX leaders is that their level of success usually corresponds to their level of knowledge about the health of the business.

Simply put, business leaders speak in business metrics, while CX leaders – the unsuccessful ones, that is – speak in survey scores. When I talk to one of the rare successful CX leaders, I find their vocabulary is much more aligned with other organization leaders, covering issues such as customer loyalty and share of wallet. Read more

Your Next CX Hire…Shouldn’t Be a CX Hire

As we interviewed hundreds of customer experience professionals across scores of organizations for our research initiative last year, we looked for what indicated the ability to drive impact.

We’ve documented the top items a few times in the past: linking everything to business value, understanding the technology and data, measuring and improving emotions, and using change management. Read more

Three Ways to Make Your Case

“We’ve all seen those studies where it says a one-point increase of CSAT equals this revenue, but to a Commercial Officer, a CEO, or a CFO, this doesn’t sound real. So it doesn’t put CX in a credible position. We need to prove this based on our own data: ‘These are the scores for the past year, and this is the revenue or the growth in revenue and the growth and shipments for these exact countries. And this is what it looks like. This is the correlation between the revenue and customer satisfaction and NPS.’” – 2020 interview participant

I bet that like me, you love to read research that shows that CX pays. Luckily for both of us, there’s plenty of industry data on the topic. The most compelling is Watermark Consulting’s tracking of stock prices. Read more

CX Needs Change Management

You probably moved into customer experience (CX) because of a passion for customers. You chose this space because you know that if you can improve customers’ experiences with your company, they will be happier, they’ll stay with you longer, and both the business and your customers will prosper.

But actually improving the experience is hard.

If you’re like most of the CX professionals we interviewed last year, the reality has hit you that it’s incredibly difficult to move your silos enough to substantially improve the customer experience. That’s where change management, the missing element in most CX programs, comes in. Read more

Tech Innovations Will Raise Expectations

The jostling we’ve seen in the CX tech marketplace over the past few weeks ― and discussed in previous posts ― is going to impact more than just the SaaS (software as a service) companies in play.

It’s going to impact you…and the way CX is practiced going forward.

This slew of recent transactions (such as CSG’s purchase of Kitewheel), will spur innovation and consolidation that will result in broad, new enterprise experience platforms. These offerings will pack a powerful punch by combining previously disconnected technologies and capabilities, such as journey mapping, analytics, and orchestration. Read more

Change Management, Not “Bribes,” Improves CX

This post picks up where last week‘s left off…

In giving bonuses based on overall survey results, companies are assuming that 1. teams actually know what to do in order to improve customer satisfaction and 2. they won’t do it unless incented to.

Both points in that statement need to be analyzed.

First, understanding how to drive customer satisfaction (I’m using this as a catch-all for NPS, customer effort, etc.) isn’t that easy.

When I led a CX program in the health savings account (HSA) marketplace, I asked teams what they thought the top drivers of satisfaction were. Product thought it was about features. Marketing thought it was about educating on how to use the HSA. Sales thought it was about pricing.

They were all wrong. Read more

Do the CX Buttons You Push Matter?

Research from CustomerThink, Forrester, Pointillist, and the XM Institute agree: Few CX programs can prove that their work matters to business outcomes.

This reminds me of a story from my college days.

I was visiting my buddy Rick, and we went down to the rec room in the basement of his dorm to shoot some pool. Tucked in the corner was a video game.

A little background you should know: When I was in high school, I had a paper route that included a vending machine. That meant I always had pocketsful of quarters. Which, given the era, meant lots of afternoons at an arcade, happily feeding those quarters into video games. Read more