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CX transformation
Podcast: Business impact of customer experience
Welcome back, dear readers! Today, I’m excited to share some fascinating insights from a recent podcast conversation with Maxie Schmidt, a leading expert in customer experience (CX) from Forrester. In our discussion, we delved into the ...
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CX transformation
Podcast – Business Impact van Customer Experience
Vandaag deel ik graag mooie inzichten uit een recent podcast gesprek met Maxie Schmidt, een toonaangevende expert in customer experience (CX) bij Forrester. In ons gesprek doken we in de nuances van CX-transformatie, onderzochten we veelvoorkomende valkuilen ...
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Uncategorized
Why CX Should Focus Less on CX (Podcast EPS #27)
Introduction Have you ever found yourself lost in the labyrinth of customer journey maps, dashboards, and survey tools? You’re not alone. Many CX professionals are so enamored with the intricacies of customer experience that they sometimes forget ...
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Customer Experience
Give leadership a small role in your CX transformation… (yes, you read that right)
“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: ...
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Customer Experience
In 5 steps to successful Customer Experience transformation
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 ...
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Customer Experience
Why YOU should NOT lead your Customer Experience program…
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 ...
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Customer Experience
3 Superpowers of the Journey Map
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 ...
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Customer Experience
Five tips for successful digital transformation thanks to customers ánd employees
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 ...
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