I recently stumbled upon this meme about Prince Charles and Ozzy Osbourne … Prince Charles and Ozzy Osbourne are sociodemographic twins, and would – based… Read more »Get beyond sociodemographic twins … to shared experiences of life
The answer by my CX executive peers had been very clear, “Just ask: ‘What is our CX strategy?‘ !”. My question was, “How can I… Read more »Do you need a dedicated corporate CX strategy?
I am honest. Sometimes I am seriously bothered. Bothered by the capriciousness, I see the “CX” label been used from time to time. I am… Read more »Stop defining CX (just) as an outcome
This real life example shows how augmenting traditional metrics and research with data from their insight communities allows Toyota GB to create an authentic 360-degree… Read more »How Toyota GB uses VoC to improve the customer experience (video)
Free online event by CXN “Voice of the customer 2022 – Utilizing customer feedback to enhance customer understanding, optimize key touchpoints, identify friction points and drive culture change” on Feb 15-17 2022.
Free online seminar by CXN “Predictive CX 2022 – Leveraging predictive CX to take targeted actions in real time, addressing common causes of churn, frustration and opportunities to delight” on Jan 24-25 2022.
Another online community case study by inSided. This time on KPN, who is delivering mobile, landline, TV and internet services to customers across Europe. KPN… Read more »Customer community for support and ideation
Some inspiration for the new year, an eye-opening compilation of “10 Stats that show the power of the CX industry” by Blake Morgan @LinkedIn. My… Read more »Blake Morgan’s 10 stats that show the power of the CX industry
So, you are in the middle of the Christmas break and start to get bored? Why not listening to an inspirational podcast episode by Jeanne… Read more »5 key actions to help a CX leader stay ahead of market disruption
Looking for an inspiring CX read for the upcoming break? Steven Van Belleghem has recently published an amazing eBook titled “The CX leader’s manual to… Read more »Free “CX Leader’s manual” eBook by Steven Van Belleghem