Who in the company is in charge of CX?
Who is in charge of Customer Experience in a company?Everybody is in charge of Customers’ Experience in a company! ‘Customer Experience’ has to be an… Read more »Who in the company is in charge of CX?
CX strategy
Is Pharma simply swamped by CX transformation?
Recently, I was thinking, that with all the recent advances, including CX but not limited to, we really expect a lot from our colleagues in… Read more »Is Pharma simply swamped by CX transformation?
Do you need a dedicated corporate CX strategy?
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?
Mike Michael Hinshaw (Adobe) on the customer experience value chain
Read this article by Michael Hinshaw in the Adobe Blog …
Turning B2B insights into actions
Forrester has published an exciting case study about how Sage Software North America built tools and governance to improve CX. Outcomes: 90% resolution rates 1.5x… Read more »Turning B2B insights into actions