Experience Investigators by 360Connext

MAY 11, 2021

What does Customer Experience Management Require? Governance and Discipline. None of this matters without Governance and Discipline. Are there any words LESS appealing than governance and discipline? Customer experience is supposed to be fun and focused on customers – do we really need to talk about governance?

Customer Experience Management 291

Customer Experience Management Customer Experience Management Government 291

Beyond Philosophy

JANUARY 16, 2018

CMC Thought Leadership Principal, Beyond Philosophy. A recent article on corporate customer-centricity by a prominent market research firm made the case for this type of culture as “the most effective way to meet customers’ changing needs.” Customer-centricity, in short, is not pervasively ‘people first’.

Culture 83

Culture 2002 Customer Centricity 2007 83

CX Journey

JUNE 17, 2019

I continue to outline why customer experience transformation efforts stall or slow. In the previous article , I focused on those reasons attributed to company leadership; in this article, I'll outline reasons associated with employees and operations. Ultimately, it’s all on leadership.) This just doesn't work.

Customer Experience 59

Customer Experience Management Culture Customer Centricity 59

CX Journey

JUNE 17, 2019

” I continue to outline why customer experience transformation efforts stall or slow. In the previous article , I focused on those reasons attributed to company leadership; in this article, I'll outline reasons associated with employees and operations. Ultimately, it’s all on leadership.) This just doesn't work.

Customer Experience 33

Customer Experience Management Culture Customer Centricity 33

Forrester's Customer Insights

OCTOBER 16, 2023

It’s no secret that many of the challenges in getting value from data and insights are rooted in the need for better data literacy, internal communication, and a stronger data culture. It’s even become the subject of an SNL-worthy (for us data people) satire online. This week, we saw a meaningful move at addressing data […]

Leadership 56

Leadership Culture Insights Communication 56