Rockstar.cx (James Dodkins) takes us behind the green line at Disney with Disney EVP Lee Cockerell
Join us to find out more of the Outside-In and Customer Centric approaches and techniques at http://www.bpgroup.org/training.html at a session in New York, Washington DC, Denver, London, Dubai, Johannesburg, Sydney in the next 90 days.
See you all there!
The single biggest piece of advice I give to senior executives setting out on the Customer Experience journey is to STOP.
Yes seriously, the vast majority of CX efforts are completely misaligned.
Customer Experience Efforts MisalignedDon’t get me wrong the intentions are good. Unfortunately, it goes something like this:
There is a way to optimize the chances of success by Upskilling, using a proven tried and tested approach, and make sure your folks are capable, aligned and rewarded for Successful Customer Outcomes. Have a look at some of the workshops that might help achieve your Customer Centric Objectives.
Three minutes of insight to conjure with…
What are you doing in the GCC this April? The Dubai ACXM and this Award winning class should be high on your options list.
Watch the full ROCKSTAR CX episode here: https://www.facebook.com/JDODKINS/vid…
Get in touch with our rockstar guest Shep Hyken!
Website: www.hyken.com
Twitter: https://twitter.com/Hyken
Facebook: https://www.facebook.com/ShepHykenSpe…
LinkedIn: https://www.linkedin.com/in/shephyken/
ACXM Training Orlando 26th March:
for CX improvement consultancy and training, customer-centric culture transformation, the ultimate rockstar team building experience and rockstar keynote speakers.
Get in touch with James:
Email: james@jamesdodkins.com Twitter: https://twitter.com/jdodkins LinkedIn: https://www.linkedin.com/in/jamesdodk…
Facebook: http://bit.ly/jamesdodkinsfb
CX Discussion Facebook Group: http://bit.ly/fbcxgroup
Website: www.jamesdodkins.com
#cx #custexp #rockstarcx #leadership #live #fblive #jamesdodkins #shephyken
This was an interview across the continents
(I am currently in Colorado, James is in England)
https://www.facebook.com/JDODKINS/videos/1425739797553815/
Do get along to the link – James will be hosting CX Rockstars from all over the globe 🙂
https://itunes.apple.com/za/podcast/futurology/id1078860959?mt=2&i=1000397468049
You can reach Roland here to progress the discussion:
https://www.linkedin.com/in/roland-naidoo-b403a029/
I was deeply honoured by the PEX community at the annual conference in Florida last month and received the Global Community 2018 Award. Needless to say (but I will) this is as much down to you guys and your great transformational work, so I graciously excepted the Award on your behalf. Thank you so much :
See the snapshot here: https://buff.ly/2EEE9Im
Next time we will be reviewing highlights of the upcoming 2018 conferences…
The once favorite topic for improving business performance was Lean Six Sigma, however, the last two years have seen the ascendancy of Customer Experience (CX) as a focus for top teams. ‘Google trends’ is a good barometer of emerging interests and this graph demonstrates increasing interest in CX (blue) compared with LSS (red).
Curiously the largest interest in industrial age improvement techniques like Lean and Six Sigma is in non-English speaking countries, whereas Customer Experience is strongly represented in North America, UK, Australia and South Africa.
For those using the search term ‘Customer Experience,’ the associated topic list provides additional insight into searchers interests. The % trend reflects the growth year on year with ‘Omnichannel’ and ‘Digital data’ seeing explosive growth.
By way of additional information, a search with Epictions focused on Articles produces these top three pieces in the last three months on the theme of ‘Customer Experience – Omnichannel’.
1. The Future of Car Sales Is Omnichannel (Bain & Co)
http://www.bain.com/publications/articles/the-future-of-car-sales-is-omnichannel.aspx
2. Your Omnichannel Reading Challenge (Genesys)
http://blog.genesys.com/your-omnichannel-summer-reading-challenge
3. Omnichannel Study: Now’s Your Chance to Get Ahead of the Competition for the Holidays (Marketingprofs)
The ‘Reading Challenge’ provides an opportunity to dig deeper with some surprising reads available related to employee engagement and the very latest customer trends.
In the BP Group, we have codified the very best practices of CX leaders in and around Customer Experience into the CEMMethod™.
If you would like to find out more about how to access this learning please visit us at www.bpgroup.org or drop by at www.stevetowers.com
Data and information shared with thanks to Google and Epictions.
The single biggest piece of advice I give to senior executives setting out on the Customer Experience journey is to STOP. Yes seriously, the vast majority of CX efforts are completely misaligned.
Don’t get me wrong the intentions are good. Unfortunately, it goes something like this:
This isn’t rocket science (unless you are NASA of course). Understanding that the structures and ways of working from the industrial age were NEVER designed to be customer-centric. They were established to make things faster by optimizing production lines.
And oh, don’t think because you are not in manufacturing you are OK. It is likely your complete ways of working will be making everything look like production management systems, with talk of leaning out, waste reduction, standardization, efficiency, productivity. Sound familiar?
I encourage doing three things before re-joining the CX road-march:
In conclusion, Customer Experience cannot be treated just like another corporate initiative. To achieve success requires a significant shift in mindsets, and when that is achieved the realignment of the Enterprise to Outside-In can really begin.
☑ More Articles like this one – visit my CX Obsession resources
☑ Upskilling and mentoring – Every level from the boardroom to the lunch room – BP Group
☑ In person and virtual training – The ACXM™ program
☑ Executive briefings and keynotes – How to get your hands on me and other CXperts (see what I did there?)
Google tells us that lean thinking and practice has had its heyday. However, the overlay of ‘digital everything’ makes processes more important than ever, so what are the leading Lean Six Sigma articles of the last 12 months?
Intelligence Quality
Intelligence Quality is a Management and Business consulting firm that specializes in Lean and Six Sigma strategies.
“There is a false notion about Lean Six SIgma wherein it is a waste of money to incorporate the concept in the company, however, one fails to realize that like any other department, Lean Six Sigma is a necessary method that every industry must follow in order to rectify their financial curve.”
Jump to the Full Article here.
Dustin Hostetler
Dustin Hostetler is a Lean Six Sigma consultant and shareholder of Boomer Consulting Inc. As a Lean Six Sigma Master Black Belt with extensive experience working inside a large regional CPA firm, he has taken proven Lean techniques from the manufacturing floor and tailored them to bring groundbreaking value to public accounting firms
“The firms that have been comfortable with status quo, quite frankly, are going to be rudely awakened as the intersection of technology and process continues to change the game around them. I can’t help but think of companies like Blockbuster and Kodak that were at one time comfortable with the status quo.”
Jump to the Full Article here.
Scmula.com
As a provider of LSS services and resources Scmula helps people ‘get’ techniques and approaches, tried, tested and proven.
“Lean Six Sigma is one of the most advanced and effective methodologies available for business process improvement and optimization. It is especially adept in battling a wide range of problems and inefficiencies. To help better understand and deal with waste, this approach classifies them into the 8 Forms of Deadly Waste. This classification is important because it makes waste much easier to uncover and then eradicate. It also helps you identify environmental improvement opportunities.”
Jump to the Full Article here.
GoLeanSixSigma (May 2017)
One of the leading providers of training in the space periodically publishes ‘books most read’.
“What’s a good book to read if you want to succeed at process improvement? Is Lean Six Sigma all about manufacturing? Are there any about the service industry? Healthcare? Government?…”
Jump to the Full Article here.
GoLeanSixSigma
This one for March 2017…
“Do you ever walk into a store and know at a glance where to find what you need? Do you notice that seemingly long lines can often move really quickly? Do you find yourself wondering why things don’t go horribly wrong more often? Lean Six Sigma is at work!”
Jump to the Full Article here.
Recent Articles: www.cxobsession.com
Upcoming Events > Denver | Washington DC | London | : www.bpgroup.org
Ciao,
Steve aka CXObsessed
Google tells us that Customer Experience is a significant and trending topic, the graph below ably demonstrates that point. (See google trends)
However, given all the noise what are THE most popular articles on the theme?
Here we present the seven most popular of the last couple of years.
Read and share
McKinsey
This one for is McK’s second in the top seven this time…
“Digital is reshaping customer experience in almost every sector. Digital first attackers are entering markets with radically new offers, disrupting the ways that companies and customers interact and setting a high bar for simplicity, personalization, and interactivity.”
Jump to the Full Article here.
Louis Columbus
Teaching MBA courses in international business, global competitive strategies, international market research, and capstone courses in strategic planning and market research gives Louis the opportunity to research mega trends. Add to his portfolio writing for Forbes establishes his credentials in the space of customer transformation. In this article, he reflects on the coming ‘Internet of Things’ everywhere, and the impact on business and customers.
“87% of retailers will deploy mobile point-of-sale (MPOS) devices by 2021, enabling them to scan and accept credit or debit payments anywhere in the store…”
Jump to the Full Article here.
McKinsey
The second of McK’s into the top seven this time. Lines between products, services, and user environments are blurring. The ability to craft an integrated customer experience will open enormous opportunities to build new businesses.
“As digitization drives more and faster disruptions—and as customers increasingly desire the immediacy, personalization, and convenience of dealing with digital-marketing leaders—the business landscape is undergoing an upheaval.”
Jump to the Full Article here.
Jeanne Meister
Working at Future Workplace, (an HR Advisory and Research firm) Jeanne casts her glow over the changes to the employee role within business today. She is also the co-author of The Future Workplace Experience: 10 Rules For Mastering Disruption in Recruiting and Engaging Employees:
“Today, almost every company is undergoing a digital transformation. Cloud and mobile computing, artificial intelligence, and increasing automation have created the potential to transform nearly every aspect of a business.”
Jump to the Full Article here.
Richard Gonzales
Correspondent, San Francisco, National Desk NPR. With an eclectic style ranging across diverse topics such as medical marijuana, gay marriage, drive-by shootings, the U.S. Ninth Circuit, the California State Supreme Court and any other legal, political, or social development he understands CX first hand. Here we see a well-accounted discussion of, yes again, United Airline’s trials and tribulations.
“United Airlines crew members will no longer be able to bump a passenger who is already seated in one of the airline’s planes…”
Jump to the Full Article here.
Mike Dillard
Proudly proclaiming himself as a disrupter and innovator Mike’s perspective on Customer Experience is refreshing and unique in a world of sameness. He writes with an entertaining AND well thought out logic.
“I honestly can’t think of a more difficult industry to get into than candles. You have thousands of manufacturers who are all selling the same thing… A piece of wax with a string in the middle and the only way to differentiate yourself is by changing your label, along with the size, color, and smell of that wax.”
Jump to the Full Article here.
Luke Shave
Luke works on the Retail partner side of Microsoft and benefits from first-hand experience of the changes in and around Customer Experience.
“Interacting effectively with customers has traditionally been a form of art, especially in face-to-face settings. But now that customers are increasingly shopping on social media, mobile apps, and websites, a bit of science can help win their loyalty. How can retailers combine customer service expertize with advanced technology to create exceptional customer experiences?”
Jump to the Full Article here.
It will be interesting to note your favorite… more soon, meanwhile
Ciao, Steve
www.stevetowers.com
www.bpgroup.org (27 years young this year!)
