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.) Customers change.

Customer Experience 59

Customer Experience Management Culture Customer Centricity 59

CX Journey

AUGUST 19, 2014

Are we afraid to change? Or afraid of change? I think that statement is a culture killer, an innovation killer, an employee experience killer, and a customer experience killer. Companies change. Employees change. Customers change. Albert Einstein.

Culture 64

Culture Employee Experience Leadership Innovation 64

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. Companies develop new products and services.

Innovation 58

Innovation Webinar Employee Experience Culture 58

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.) Customers change.

Customer Experience 33

Customer Experience Management Culture Customer Centricity 33