CX Journey

OCTOBER 5, 2017

Here's what happens and why your work is never done: Expectations change. What delights customers today may not delight tomorrow. It's important to always keep your pulse on changing customer needs. Customers change. Customer needs, desires, and expectations change. What are the weak signals?

Innovation 51

Innovation Competitive Advantage Metrics Culture 51

Forrester's Customer Insights

APRIL 20, 2022

There's no such thing as a culture of resilience/innovation/collaboration. There's only culture energy. Learn more.

Culture 26

Culture Innovation Customer Change Customer Centricity 26

Forrester's Customer Insights

DECEMBER 20, 2019

Corporate culture matters because it provides the framework for what and why employees and managers prioritize business objectives and how they go about executing them. Transformation depends on this adaptive workforce that drives and defines the organization.

Culture 40

Culture Management Customer Change Employee Experience 40

CX Journey

JULY 27, 2017

We've always done it this way" is a culture killer, an innovation killer, and employee experience killer, and a customer experience killer. Companies change. Employees change. Customers change. Customer needs change. Things can only get better!

Innovation 58

Innovation Webinar Employee Experience Culture 58

CX Journey

AUGUST 19, 2014

Image courtesy of infinity and beyond How can a story about a few monkeys challenge the way we think about how and why policies, processes, and cultures are created? Are we afraid to change? Or afraid of change? Companies change. Employees change. Customers change. Albert Einstein.

Culture 64

Culture Employee Experience Leadership Innovation 64

CX Journey

JUNE 17, 2019

First and foremost, you have to hire the right people (both management and individual contributors), i.e., those who fit your values and culture, a culture that should already be described as customer-centric. What that spells is a lot of opportunities for employees to take part in this journey! Customers change.

Customer Experience 59

Customer Experience Management Culture Customer Centricity 59

CX Journey

JUNE 17, 2019

First and foremost, you have to hire the right people (both management and individual contributors), i.e., those who fit your values and culture, a culture that should already be described as customer-centric. What that spells is a lot of opportunities for employees to take part in this journey! Customers change.

Customer Experience 33

Customer Experience Management Culture Customer Centricity 33