Posts

An Open Letter to My Friends in IT

Dear IT colleagues,

This is our time to shine. As the world changes rapidly, your company is looking to you to deliver the digital transformations necessary to support a new reality for your customers. Those digital adoption goals set for 2025? They’ve been moved up to 2021. With urgency.

This year has shown us that a successful customer experience requires technology. There simply aren’t any projects to deliver an improved journey that can afford to overlook IT. Heart of the Customer’s research this year has also shown this to be a key differentiator for market leaders, who utilize more kinds of technology than their peers. Read more

Enable CX Action by Removing Barriers

On our continuing journey exploring John Kotter’s 8 Steps to Accelerate Change and how you can apply them to the CX world, we have reached the fifth step: Enable Action by Removing Barriers. (Catch up on earlier posts in the series here!)

According to our forthcoming work on understanding how companies improve their customers’ journeys, one of the top obstacles to improvement is organizational complexity. Read more