Posts

The Year of CX Data Shifts Into Overdrive

Do you feel it? That rumbling beneath your feet? It’s a seismic tremor that’s changing the CX landscape.

Back in December, I predicted 2021 would be The Year of CX Data. This summer we’re seeing that play out on an even grander scale than I expected.

This pivotal moment in CX history makes designing compelling journeys that deliver an emotional outcome to earn your customer’s loyalty more efficient and cost-effective than ever before. Technological capabilities have advanced to the point where we can cover all the key Xs – EX (employees), CX (customers), and UX (users) – to deliver an optimized outcome for both the company and the customer. Read more

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

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