Top CXDNA Update Effort Score Customer Experience Professionals Content for Sat.Oct 03, 2020

Sat.Oct 03, 2020

Culture Is the Cart, Change Is the Horse

Heart of the Customer

OCTOBER 3, 2020

There’s no doubt about it – culture change is sexy. So sexy, that it’s where most customer experience programs focus. But starting with culture is putting the cart before the horse. And we all know you’re not going to get anywhere that way. In this final post in my CX-focused series on applying John Kotter’s 8 Steps […]. The post Culture Is the Cart, Change Is the Horse appeared first on Heart of the Customer.

Culture

Culture Customer Experience Customers Management

The Power of Rudiments (Within CX)

Horizon CX

OCTOBER 3, 2020

Mastering the rudiments or basics of just about any pursuit can be critical to overall success. That certainly, and especially, includes being skilled and competent at the management of Customer Experience (CX). Could the difference between a customer experience professional and a customer experience novice simply be that the expert is much better and more effective at the rudiments—the basic tasks that are fundamental to that skill?

Net Promoter Score

Net Promoter Score Government Culture Metrics

Sat.Oct 03, 2020

Culture Is the Cart, Change Is the Horse

The Power of Rudiments (Within CX)

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