Posts Tagged ‘cx’

As I mentioned in a previous blog post, Michael Porter, a colleague of mine, was live-blogging at last week’s Forrester CXNYC event, a conference for customer experience leaders, innovators, and practitioners. During one of the presentations he attended, George F. Colony, the CEO of Forrester, discussed how customer experience has become the most critical barrier […]

Michael Porter, a colleague of mine, is live-blogging at this week’s Forrester CXNYC event, a conference for customer experience leaders, innovators, and practitioners. I wanted to share a session he sat through in which John Dalton, an analyst at Forrester, interviewed Alice Milligan, the chief customer and digital experience officer of Citi Cards at Citi. […]

We are live-blogging from Forrester’s CXNYC this week, the event for customer experience leaders, innovators, and practitioners. Harley Manning and Andrew Hogan dove deeper into how CX can drive revenue.  They gave us some specific examples of what to do to help your experience give better $$ results. It’s not enough to be digital these […]

We are live-blogging from Forrester’s CXNYC this week, the event for customer experience leaders, innovators, and practitioners. One of the most fundamental questions Vanguard faces: How do you build an emotional connection with millions of clients you’ll never meet in person? Think back to opening your 401K or brokerage statement back in 2009.  Not a […]

We are live-blogging from Forrester’s CXNYC this week, the event for customer experience leaders, innovators, and practitioners. Des Cahill, VP and head of CX Evangelism spoke about aligning CX to your culture. Oracle is a company in transition and that change is affecting the Oracle culture. Oracle has acquired and built a lot of CX […]

We are live-blogging from Forrester’s CXNYC this week, the event for customer experience leaders, innovators, and practitioners. John Dalton interviewed Alice Milligan, Chief Customer and Digital Experience Officer at Citi. John: What was the specific motivation for creating the Chief Customer Officer. Alice: There were a lot of changes going on at Citi. The company […]

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 […]

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 […]

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 […]

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 […]

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 […]

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 […]