Posts

What Can the CX Tech Stack Do for You?

a pyramid showing the elements of the cx tech stackCX is all about driving customer-focused change in your organization, with initiatives that drive top or bottom-line value.

And in today’s world, 10 out of 10 of those initiatives will involve technology in some way. (Actually, given all the ways we’ve gone virtual due to COVID-19, make that 12 out of 10!)

At Heart of the Customer, we know from our research that Change Makers – the most effective programs in the CX space – rely heavily on the tools in the CX Tech Stack to accelerate journey improvements and business impact, and boost the value they bring to their customers.

The good news? These tools are all readily available on the marketplace, so you can (and should) be using them, too. The CX Tech Stack is key to making a difference…and perhaps even more importantly, proving the difference you are making. Read more

Heart of the Customer

When CX Is a Matter of Life or Death

If you’re reading this, you probably already know that customer experience (CX) is important. But even the staunchest CX advocates might not realize that CX done right can save lives.

Earlier this week in this space you met Lee Becker, Chief of Staff of the Veterans Experience Office (VEO) of the Department of Veterans Affairs (VA). He discussed the challenges of integrating CX principles into governmental structures, and the four CX capabilities – Data, Tools, Technology, and Engagement – on which the VEO’s successful program is based.

Today we focus specifically on how the VEO is maturing its data capabilities to address trust, a fundamental component of customer loyalty and satisfaction.

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