Customer Centricity Customer Experience Management Government Leadership 
Forrester's Customer Insights
FEBRUARY 9, 2022
Government organizations that want to improve the services, benefits, products, and experiences that they provide to customers must focus relentlessly on customers’ needs. Most government organizations want to be more customer obsessed.
ClearAction
MARCH 23, 2015
Customer Experience Governance: Do This, Not That. Governance doesn’t get much airtime in customer experience management conversations and writings. " To summarize as it applies to CX management: The company leaders establish and monitor CX policies. Just what is it, anyway?
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Oracle
DECEMBER 17, 2019
Forrester’s Customer Experience Index showed again this year, that CX excellence remains elusive, “According to the survey, 81% of brand scores stagnated; most industry front-runners were repeats; many gains too minor to render them statistically significant.” Customers’ expectations are continually evolving.
ClearAction
JANUARY 12, 2022
“Customer-centered management is straightforward business sense,” declared the first article 1 in this six-part CEO’s Guide to Growth series. Indeed, this declaration is reinforced by the new Principles of Corporate Governance, overhauled by Business Roundtable in August 2019. For customers, the path of least resistance wins.
Customer Guru
JANUARY 16, 2018
We hope to inspire and guide more professionals in adopting and inculcating a customer-centric approach in their organizations. Owing to his expertise in Customer Experience Management, he has successfully executed various strategies and actions in order to set up customer-centric organizations across industries in India.
CX Journey
FEBRUARY 27, 2015
I''ll take a broader stroke in this post and look at customer experience management overall. If company leadership isn''t on board with focusing on the customer, then forget it; it won''t happen. A post I wrote related to this Sin: Is Your Customer Experience Suffering from Short-Sightedness 3.
Experience Matters
JANUARY 20, 2015
This report provides specific examples of how these companies’ CX efforts have created value for both their customers and for their businesses. We also highlight their best practices across the four customer experience competencies—purposeful leadership, compelling brand values, employee engagement, and customer connectedness.
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