One of the first things people ask us about the CX process is “How does it work?”. We get this question from prospective clients, business contacts, and basically anyone who…
read moreWith so much evidence proving the competitive advantage of improved customer experiences, you’d assume that gaining buy-in for CX from management would be a simple task. Those of us in…
read moreIn Part 1 of this series, we discussed how to train your team to think with a customer-centric mindset. Part 2 focused on how to understand your customers. Here, in…
read moreIn Part 1 of this series, we discussed how to train your team to think with a customer-centric mindset. Here, in Part 2, we’ll talk about how to understand your…
read moreWe field a lot of strategic and tactical customer experience (CX) and user experience (UX) questions. Sometimes they’re from perspective or existing clients; sometimes from colleagues at conferences probing deeper…
read moreDesigning software around customer intentions isn’t a controversial concept. Most business people agree that knowing what customers intend to do on a website or in an application, and providing customers…
read moreCompetitive analysis is a staple, routine activity of business. People seem to believe that innovation sits somewhere between indiscriminately borrowing competitors’ ideas and stealing their best experience features, without regard…
read moreThis is Part 3 in the Establishing the Customer Experience series. Part 1 discusses a holistic way to define Customer Experience. Part 2 touches on the elements that make up…
read moreThis is Part 2 in the Establishing the Customer Experience series. Part 1 discusses a holistic way to define Customer Experience, and Part 3 touches on what Establishing the Customer…
read moreThis is Part 1 in the Establishing the Customer Experience series. Part 2 discusses the elements that make up an experience, and Part 3 touches on what Establishing the Customer…
read more