“Zanna, we mostly struggle with how to get our board and management more involved in CX.” A common challenge. Caused by common pitfalls. Pitfall 1: We need a business case Many CX programs start with this question: we need to make a business case for CX. That was certainly important about 10-15 years ago. …
Give leadership a small role in your CX transformation… (yes, you read that right) Read More »
According to Forrester, some 80% of CX initiatives lack execution power. I like to add: and business impact. CX is surrounded by fluffy and vague stuff, in part due to CX professionals themselves. Research that translates poorly into action, CX departments too far removed from operations, too much focus on new hypes and tools instead …
In 5 steps to successful Customer Experience transformation Read More »
One of the key mistakes I see CX professionals and/or teams make, is that they take too much responsibility for Customer Experience. It’s not about you. It’s about all the non-CX departments. They are the ones that need to feel the added value of your insights, of your services so to speak. This is even …
Why YOU should NOT lead your Customer Experience program… Read More »
When I first started using the journey map in 2006 (even though it wasn’t called that at the time), I immediately felt its power in all its simplicity. Now, 17 years later, I still believe it is the central tool for organizational transformation. The problem? I see many organizations that, due to the hype surrounding …
Digital transformation… Customer Experience transformation… These are easily and frequently mentioned terms, but making them truly tangible is often a challenge. As a loyal reader, you now know that I advocate for a specific driver technique based on my PhD (watch this video with the most common mistakes in CX if you want to learn …
Five tips for successful digital transformation thanks to customers ánd employees Read More »
I was debating whether I should change the title of this blog to “Statistics must-haves for CX and EX professionals,” but I feared that would lead to little enthusiasm… 😉 Therefore, it became a mix: yes, I end this blog with 5 crucial CX metrics that almost no one thinks about, and I start with …
Five key CX metrics nobody seems to think about… Read More »
Behavior change is the perfect glue that connects Customer Experience to Employee Experience. Without happy employees, there are no happy customers. It’s a frequently heard phrase that no one disagrees with, but to which little concrete action is taken. Employee Experience is much less in the spotlight than Customer Experience, despite all the research that …
I could have started this blog with a heartfeld argument why we should stop measuring NPS. There is enough evidence for that (check out my previous NPS blog to read more about that). But as far as I’m concerned, that’s the core of the problem: a discussion about the metric. Yes, you should roughly know …
Net Promotor Score in 2023: Ask the right question! Read More »
