Alex Jakobson from TeleTech runs the change practice. He focuses on how to get humans to change. It’s critical to put a new set of technologies in play but if humans don’t want to change…. It was a packed session so you know how important a topic culture is. Objectives: Provide everyone here with some […]
Blogs from this Author
Forrester CX: Are B2B Technology Leaders Mismeasuring CX?
Forrester sees three tectonic shifts in B2B Tech CX measurement Level of focus: Look at traditional account level or other views The amount of feedback: Are we effecting the feedback by the number of surveys Channels and channel partners: where does it fit in our business and the CX experience Question: From account level measurement […]
Forrester CX: CX Maturity Model & Etsy
We are live-blogging from Forrester’s CXNYC this week, the event for customer experience leaders, innovators, and practitioners. Rick Parrish discussed the CX Maturity model. He started with an example of a company whose employees needed to fight with corporate and work off-site just to start to deliver a better customer experience. Quote: You can’t create […]
Forrester CX: CX Maturity Model & Etsy
We are live-blogging from Forrester’s CXNYC this week, the event for customer experience leaders, innovators, and practitioners. Rick Parrish discussed the CX Maturity model. He started with an example of a company whose employees needed to fight with corporate and work off-site just to start to deliver a better customer experience. Quote: You can’t create […]
Forrester CX: Loyalty and Marriott International
We are live-blogging from Forrester’s CXNYC this week, the event for customer experience leaders, innovators, and practitioners. John Dalton interviewed Thom Kozick from Marriott International. John: Is it about loyalty? Thom: I was brought on to rethink our loyalty. Even with SPG joining Marriott, they will only have 15% marketshare in the US. John: You […]
Forrester CX: Tony Costa and Understanding Your Customer
We are live-blogging from Forrester’s CXNYC this week, the event for customer experience leaders, innovators, and practitioners. GM is a great example of success and change: Alfred P Sloan devised a brilliant strategy to have a car for every single status. That status pushed GM to over 50% market share and they held that for […]
Forrester CX: Mark McCormick of Wells Fargo
We are live-blogging from Forrester’s CXNYC this week, the event for customer experience leaders, innovators, and practitioners. The key to CX is SIMPLICITY. How do you drive change and create culture around a new mindset? It’s simplicity. It’s the new black. You need to make difficult things easy to understand. They will drive results. What […]
Forrester CX: Data Insights for Customer Experience
We are live-blogging from Forrester’s CXNYC this week, the event for customer experience leaders, innovators, and practitioners. Roxy: this is the fun portion of the morning. Fact: Two years ago, Forrester unveiled the approach to determine the CX improvement initiatives. CX Index is two years old this week. Data insight comes from that lower level […]
Forrester CX: Harley Manning and CX Insights
We are live-blogging from Forrester’s CXNYC this week, the event for customer experience leaders, innovators, and practitioners. Spirit doesn’t focus on CX. They have 18% growth and are among the most profitable. Comcast is at the bottom of the CX index. But…. they are hugely profitable. In 2015 they had an operating margin of 41%. […]
Forrester CX: Opening Session Interview with Elena Ford
We are live-blogging from Forrester’s CXNYC this week, the event for customer experience leaders, innovators, and practitioners. John Dalton noted how much CX has changed over time. Years ago, it was only mentioned by a few companies. Today, the topic is front and center for many companies. As CX has gone mainstream, the challenges continue […]
Forrester CX: Opening Session and CEO George Colony
We are live-blogging from Forrester’s CXNYC this week, the event for customer experience leaders, innovators, and practitioners. I’m here at the Forrester Customer Experience event in New York City. It’s a surprisingly large event with people from all over the US here to talk about customer experience. Already the focus seems to include data in […]
Vision Best Practices with Digital Transformation
Vision comes up a lot and I’ve had many chances over the years to work with companies in defining their digital vision. There are a variety of ways to go about it but regardless of what tools you may use, here are a few things I would suggest: 1. Align Your Digital Vision to Company […]