In the digital jungle, weโre all on a safari to spot the rarest of beasts: focus! ๐ฟ๐ Amidst the wild thicket of information, weโve tracked down the โBig Fiveโ of blogs, as voted by our tribe of savvy members. These blogs will help you tame the wilds of business busyness with wisdom, wit, and a few well-timed roars of insight! ๐ฆ๐
They are Rated by ACX and CPP professionals for their content, objectivity and interesting articles/research into CX and Experience Management (XM).
The most popular blogs to bookmark
Customer Bliss: Jeanne Bliss is the maestro of CX, conducting a symphony of savvy advice and dynamic strategies thatโll have your business dancing to the rhythm of improvement. https://www.customerbliss.com/
Adrian Swinscoe: Tune into Adrianโs blog for a mixtape of interviews, reviews, and riffs on CX. The backstage pass to insights will have you cheering for an encore. https://www.adrianswinscoe.com/
Joseph Michelli: Michelliโs blog is a treasure trove of CX gems โ itโs like the Swiss Army knife for customer experience aficionados! But wait, thereโs more! Heโs also the maestro behind a lineup of chart-topping books and the go-to guru for businesses eager to skyrocket their CX to stratospheric heights. ๐๐ https://www.josephmichelli.com/blog/
CustomerThink: Join the global huddle of business MVPs at CustomerThink, where the playbook is all about scoring big with Customer Strategy, Leadership, and Innovation. https://customerthink.com/
Shep Hyken: Shepโs blog is like a power chord of customer service wisdom, strumming out amazing experiences with tips so actionable, that youโll want to stage dive right into implementation. https://hyken.com/blog/
๐ Frequently Asked Questions related to this post
1. Criteria for Ranking: What criteria or metrics were used to determine the top five customer experience blog rankings?
The professional members of the BP Group (140K people in 137 countries) most often cite these blogs as the ones they visit most often.
Also during the annual survey (now 32 years) we specifically ask โwho provides you with the best up to date and engaging information on the web?โ
2. Reader Engagement: How do these blogs engage with their readership, and what kind of community interaction can one expect?
In addition to notices from the blogs, their owners also communicate with their LinkedIn followers. The information is usually directly helpful and upbeat, emphasizing the development of Customer and Experience Management.
3. Blog Updates: How frequently do these top-ranked blogs update their content, and what is their articles’ typical length or depth?
Usually, it is easy to read one-pager, and sometimes, it connects with more in-depth resources. Some blog posters are frequently posted on Linked In and other social platforms like Instagram, X (formerly Twitter), and Facebook.
Steve Towers, an expert in customer experience, enjoys spreading his enthusiasm for this field through coaching, keynote speeches, books, and social media content.
He helps companies win the triple crown โ the simultaneous ability to increase revenues, decrease costs, and enhance service โ through the CEMMethodยฎ now in version 15.
With over three decades of experience working with large enterprises worldwide, Steve has distilled the successful strategies of top-performing organizations into a proprietary methodology that can be easily imparted to CX teams and executives.
His forte lies in envisioning the future of customer-centricity, customer experience, process management and realizing long-term benefits from business transformation. Steveโs approach combines customer-focused thinking, cutting-edge technologies, and a human touch. Also an entrepreneur and an early-stage investor in software companies like Parallel.
๐ So many Metrics, So little Time. Smash through the Barrier!
Get the Deck and The CX Measurement system that works Immediately. ๐
Let’s celebrate with the Scroll of Honour for 2024
Professionals worldwide, 140K+ in 137 countries, have adopted Operations and Strategies for delivering the Ultimate Customer Centricity and Outside-In Success.
They have discovered the game-changing approaches within the CEMMethodยฎ that revolutionized business thinking! “The Outside-In Strategic Matrix (OISM)” – originally developed byโcompanies like the Virgin Group, Amazon and Apple – is your key to unlocking customer-centric success. That and 50 other tools to put all their business transformation initiatives on steroids.
Coached by more than 50+ qualified ACX Mentors, the CX and process professionals help their companies become recognised world-beaters. Recent winners of independent Awards include companies Like Siemens Gamesa, Danfoss, Veolia, Apa Nova, Gilead, Virgin and more. They all boast Accredited CX Mastersยฎ and Certified Process Professionalsยฎ in their ranks.
Here are some truly remarkable people coaching, training and executing the 2024 business challenges.
The CEMMethodยฎ is the Swiss army knife of customer experience excellence
The CEMMethodยฎ, pioneered by the BP Group and Steve Towers, represents a groundbreaking approach to Customer Experience Management (CEM). This innovative method is not just a set of tools; it’s a mindset shift, a comprehensive strategy transforming how organizations interact with their customers.
At the heart of the CEMMethodยฎ is the belief that a deep understanding of the customer journey is crucial for business success. The method encourages businesses to look at their processes from the outside in, starting with the customer experience and working backwards to align internal processes with customer needs.
What sets the CEMMethodยฎ apart is its holistic approach.
It integrates advanced techniques like process alignment, customer journey mapping, and moment of truth analysis, ensuring that every aspect of the customer experience is carefully considered and optimized. The ultimate goal is to create satisfied customers and true advocates for the brand.
The CEMMethodยฎ has been applied successfully in various industries, significantly improving customer satisfaction, loyalty, and overall business performance. It’s a testament to the power of putting the customer first, and under the guidance of thought leaders like the BP Group, it continues to evolve and set new standards in customer experience excellence.
This method isn’t just about improving metrics; it’s about creating lasting, meaningful customer relationships. It’s an inspiring journey towards a future where businesses thrive by genuinely understanding and valuing their customers.
Steve Towers, BPG’s Chief Experience Officer, is an expert in customer experience and process transformation who enjoys spreading his enthusiasm for this field through coaching, consultancy, keynote talks and books (twelve published).
Through the CEMMethodยฎ, now in version 15, he and the BPG affiliates help companies win the triple crown ๐ โthe simultaneous ability to Grow Revenue, Reduce Costs, and Improve service.
With over four decades of experience working with large enterprises worldwide, Steve has distilled the successful strategies of top-performing organizations into a proprietary methodology that can be easily imparted to CX and Process teams and executives.
His forte lies in envisioning the future of customer-centricity, customer experience, process management and realizing long-term benefits from business transformation. Steve’s approach combines customer-focused thinking, cutting-edge technologies, and a human touch.
Steve is also an entrepreneur and an early-stage investor in innovative software companies.
๐ So many Metrics, So little Time. Smash through the Barrier!
Get the Deck and The CX Measurement system that works Immediately. ๐
The Best Professionals in the World Growing their Mastery of CX and Process
Einstein famously said, “When You Stop Learning, You Start Dying”, and the 140K+ people qualified in Customer Experience and Process Transformation would fully agree! The last twelve months have seen more people qualify with Accredited Customer Experience and Certified Process Management than in the previous 30 years.
Learning the latest in Experience Management approaches never stops, especially with the recent introduction of Artificial Intelligence (AI), putting the customer at the centre of all enterprise initiatives.
Steve Towers, BPG’s Chief Experience Officer, is an expert in customer experience and process transformation who enjoys spreading his enthusiasm for this field through coaching, consultancy, keynote talks and books (twelve published).
Through the CEMMethodยฎ, now in version 15, he and the BPG affiliates help companies win the triple crown ๐ โthe simultaneous ability to Grow Revenue, Reduce Costs, and Improve service.
With over four decades of experience working with large enterprises worldwide, Steve has distilled the successful strategies of top-performing organizations into a proprietary methodology that can be easily imparted to CX and Process teams and executives.
His forte lies in envisioning the future of customer-centricity, customer experience, process management and realizing long-term benefits from business transformation. Steve’s approach combines customer-focused thinking, cutting-edge technologies, and a human touch.
Steve is also an entrepreneur and an early-stage investor in innovative software companies.
๐ So many Metrics, So little Time. Smash through the Barrier!
Get the Deck and The CX Measurement system that works Immediately. ๐
Here’s how to adopt a proven tool to transform your business performance and deliver customer experience excellence
Adopt Steve Jobs’ Strategy for Ultimate Customer Centricity and Outside-In Success
Discover the game-changing strategy that revolutionized business thinking! “The Outside-In Strategic Matrix (OISM)” – originally developed byโcompanies like the Virgin Group, Amazon and Apple – is your key to unlocking customer-centric success.
This approach shifts focus from traditional internal processes to deeply understanding and aligning with customer experiences. Learn how real-world examples can transform your business perspective, enhancing customer satisfaction and driving innovation.
Don’t miss out on this compelling guide to redefining business strategies for the modern world. Get your hands on this insightful overview now!
The CEMMethodยฎ is the Swiss army knife of customer experience excellence
The CEMMethodยฎ, pioneered by the BP Group and Steve Towers, represents a groundbreaking approach to Customer Experience Management (CEM). This innovative method is not just a set of tools; it’s a mindset shift, a comprehensive strategy that transforms the way organizations interact with their customers.
At the heart of the CEMMethodยฎ is the belief that a deep understanding of the customer journey is crucial for business success. The method encourages businesses to look at their processes from the outside in, starting with the customer experience and working backwards to align internal processes with customer needs.
What sets the CEMMethodยฎ apart is its holistic approach.
It integrates advanced techniques like process alignment, customer journey mapping, and moment of truth analysis, ensuring that every aspect of the customer experience is carefully considered and optimized. The ultimate goal is to create not just satisfied customers, but true advocates for the brand.
The CEMMethodยฎ has been applied successfully in various industries, leading to significant improvements in customer satisfaction, loyalty, and overall business performance. It’s a testament to the power of putting the customer first, and under the guidance of thought leaders like the BP Group, it continues to evolve and set new standards in customer experience excellence.
This method isn’t just about improving metrics; it’s about creating lasting, meaningful relationships with customers. It’s an inspiring journey towards a future where businesses thrive by genuinely understanding and valuing their customers.
Steve Towers, BPG’s Chief Experience Officer, is an expert in customer experience and process transformation who enjoys spreading his enthusiasm for this field through coaching, consultancy, keynote talks and books (twelve published).
Through the CEMMethodยฎ, now in version 15, he and the BPG affiliates help companies win the triple crown ๐ โthe simultaneous ability to Grow Revenue, Reduce Costs, and Improve service.
With over four decades of experience working with large enterprises worldwide, Steve has distilled the successful strategies of top-performing organizations into a proprietary methodology that can be easily imparted to CX and Process teams and executives.
His forte lies in envisioning the future of customer-centricity, customer experience, process management and realizing long-term benefits from business transformation. Steve’s approach combines customer-focused thinking, cutting-edge technologies, and a human touch.
Steve is also an entrepreneur and an early-stage investor in innovative software companies.
The 90-second preview transcript provides a nice taster for the main course
Prelude to the main podcast
Now, as you already mentioned there, Ran, at the end of the day, everything comes back to customer experience. It’s the customer who creates all the work for our organizations. So it makes sense that we should be focusing our attention on how do we deliver successful customer outcomes. So in the context of generative AI, that puts our whole CX world on steroids, if you like, because many of the things that we’ve been saying for the last 15 or 20 years are now able to come to fruition in double quick time.
So with those sort of things in mind, you know, setting the sort of the scene there, you know, we’ve got, we’ve got areas, I won’t dive into detail. I’m certainly not going to go technical today, but we’ve got the areas like personalization, you know, the ability to be able to understand that our customers at a singular level.
So whether we’re a B2C, a B2B, a government, a not for profit, a charity or whatever, getting a real intimate understanding of our customers and the data associated with that allows us to really [00:01:00] personalize a service and a product we can deliver. Likewise, there’s things that we can do which have always been like, you know, we quest for 24 7 service, don’t we?
We want to deliver that for our customers, but it could become inordinately expensive. But with generative AI now, we can offer that as a service where people can interact, you know, in, in multimodal models. So, you know, through the phone, through the web, you know, through their apps and anyway they want to have a consistent set of interactions and be able to capture that in a way that seamlessly can connect with customer successes.
Steve Towers, BPG’s Chief Experience Officer, is an expert in customer experience and process transformation who enjoys spreading his enthusiasm for this field through coaching, consultancy, keynote talks and books (twelve published).
Through the CEMMethodยฎ, now in version 15, he and the BPG affiliates help companies win the triple crown ๐ โthe simultaneous ability to Grow Revenue, Reduce Costs, and Improve service.
With over four decades of experience working with large enterprises worldwide, Steve has distilled the successful strategies of top-performing organizations into a proprietary methodology that can be easily imparted to CX and Process teams and executives.
His forte lies in envisioning the future of customer-centricity, customer experience, process management and realizing long-term benefits from business transformation. Steve’s approach combines customer-focused thinking, cutting-edge technologies, and a human touch.
Steve is also an entrepreneur and an early-stage investor in innovative software companies.
Here’s just one example from last week of all times where Tesla, let’s put the name out there as a warning to others, has been, over the years, the top in Net Promoter Score performance, if you like, across their particular industry. And yet at the same time, their customers are experiencing increasing issues.
Poorer customer service has mapped through the number of complaints that they were receiving. So how could it be that they were being so successful with N P S compared with the rest of the industry? While at the same time the number of complaints have been increasing. And last week it was noted that people were gaming the system.
if you pay people for doing dumb stuff, they’ll get really smart at it.
Steve Towers
Tesla not measuring up
They were doing this by attaching the NPS and Customer Satisfaction scores to bonus schemes. Hence, not surprisingly, the scores were going up, the scores were improving month on month, quarter on quarter and year on year, right? And as it says, if you pay people for doing dumb stuff, they’ll get really smart at it.
And that’s precisely part of Tesla’s problem. And this goes back, and this isn’t like one incident. This goes back six or seven years, and there are reports that you can get through the links later on. They laid off a whole bunch of staff in finance and marketing for actually gaming the system and being very selective about who they asked and who they surveyed to produce the right results.
Steve Towers, BPG’s Chief Experience Officer, is an expert in customer experience and process transformation who enjoys spreading his enthusiasm for this field through coaching, consultancy, keynote talks and books (twelve published).
Through the CEMMethodยฎ, now in version 15, he and the BPG affiliates help companies win the triple crown ๐ โthe simultaneous ability to Grow Revenue, Reduce Costs, and Improve service.
With over four decades of experience working with large enterprises worldwide, Steve has distilled the successful strategies of top-performing organizations into a proprietary methodology that can be easily imparted to CX and Process teams and executives.
His forte lies in envisioning the future of customer-centricity, customer experience, process management and realizing long-term benefits from business transformation. Steve’s approach combines customer-focused thinking, cutting-edge technologies, and a human touch.
Steve is also an entrepreneur and an early-stage investor in innovative software companies.
๐ So many Metrics, So little Time. Smash through the Barrier!
Get the Deck and The CX Measurement system that works Immediately. ๐
Welcome to the corporate jungle, where the role of the Chief Customer Officer (CCO) is as fresh as it is precarious. Cast your mind back to 1999, the dawn of this pivotal role at Texas Power and Light. Fast forward, and we’ve got over 500 CCOs strutting their stuff across the globeโsome with the badge, others without. But here’s a brain teaser: Why do less than 7% of the big gunsโthe Fortune 500โhave a CCO in their corner? Could it be we’re witnessing a trend on the brink of extinction?
Here’s the skinny on what a CCO’s gotta do: fire up profitable customer antics, make the business revolve around the customer, and steer the corporate ship towards the horizon of growth. But hereโs the kicker: despite these make-or-break goals, CCOs are finding themselves on the thinnest ice within the C-suite. Why? With an average stint lasting just over two shakes of a lamb’s tail (29.4 months, to be precise), it’s clear they’re juggling hot potatoes that could be too hot to handle.
The quagmire for the CCO is real. Itโs rooted in a sort of identity crisisโa role that’s as defined as a blob of mercury. Back in the day, it was about herding customersโeither corralling new ones or keeping the old ones from straying. But as the plot thickens, we see that wielding the power to make real changes for the customer is where the true battleground lies. The evolution is undeniable, but it’s tangled up with the need to carve out respect and clout in the old-school corporate hierarchy.
Being a CCO isnโt a walk in the park. Itโs about untangling knotty customer conundrums, crafting a competitive edge sharper than a samurai sword, and embedding a customer-first ethos into the company’s DNA. This is no small featโit takes a Herculean effort from the top brass to give the CCO the muscle to flex. If the backingโs not there, the CCOโs journey is like navigating rapids without a paddle.
How do you get that and then sustain that backing? You need to deliver on the CX promise of winning the Triple Crown – simultaneously growing revenues, reducing costs and improving service. And yes not in some far distant time – but now. The good news is that has already happened for pragmatic results focused CCOs. They are the ones still in their jobs and going onto bigger and better.
To wrap this up, let’s lay it on the line: if a CCO is going to make waves, the role needs to be crystal clear. We need a blueprint for authority that doesnโt crumble at the first sign of trouble and an unwavering commitment from the C-suite crew. The revolving door of CCOs sends a distress flareโwe need to wise up and fortify this role if we’re serious about winning the customer loyalty race and clinching that trophy of enduring triumph.
So, what’s the scoop from the CCO Council? It’s a treasure trove of insights into the trials and triumphs of the CCO odyssey. This is no mere spiel; it’s a tapestry woven with the threads of experience, painting a picture of a role thatโs both vital and vulnerable. It’s time for businesses to buck up and rethink their strategy if they want to capture the full potential of customer-centric leadership. Because, at the end of the day, isn’t the customer what it’s all about?
It is the Chief Customer Officer’s most Perilous Journey
Resources
The BPGโs CEMMethod provides a framework to implement a practical and immediate improvement to both operational and strategic CX.
if you pay people for doing dumb stuff, they’ll get really smart at it.
Steve Towers
Meet Steve Towers
Steve Towers, BPG’s Chief Experience Officer, is an expert in customer experience and process transformation who enjoys spreading his enthusiasm for this field through coaching, consultancy, keynote talks and books (twelve published).
Through the CEMMethodยฎ, now in version 15, he and the BPG affiliates help companies win the triple crown ๐ โthe simultaneous ability to Grow Revenue, Reduce Costs, and Improve service.
With over four decades of experience working with large enterprises worldwide, Steve has distilled the successful strategies of top-performing organizations into a proprietary methodology that can be easily imparted to CX and Process teams and executives.
His forte lies in envisioning the future of customer-centricity, customer experience, process management and realizing long-term benefits from business transformation. Steve’s approach combines customer-focused thinking, cutting-edge technologies, and a human touch.
Steve is also an entrepreneur and an early-stage investor in innovative software companies.
๐ So many Metrics, So little Time. Smash through the Barrier!
Get the Deck and The CX Measurement system that works Immediately. ๐
This article explores the fiveย customer experienceย trends in 2024 that businesses need to monitor.
As we look towards 2024 and beyond, theย customer experienceย (CX) landscape continues to evolve rapidly.
To stay ahead in today’s highly competitive market, businesses must embrace emergingย CXย trends and make them an integral part of their strategy.
Five CX Trends influencing your path in 2024
Key Takeaways:
CX is a critical factor in today’s competitive landscape.
Designing memorable CX experiences is crucial for driving customer satisfaction and loyalty.
Effective CX management can drive business success.
Leveraging CX metrics can provide valuable insights for decision-making.
Personalization, omnichannel CX, AI, automation, emotional CX, and customer feedback are all key trends that businesses need to embrace.
CX done well, will win the Triple Crown (simultaneously improving satisfaction, growing revenues and reducing costs)
The Importance of CX Strategy
A well-defined CX strategy is crucial for businesses to thrive in today’s competitive landscape. CX strategy encompasses the framework and processes put in place to ensure that every customer interaction is meaningful, valuable, and delivers a consistent experience across all touchpoints. The ultimate goal is to increase customer satisfaction and loyalty, which in turn wins the Triple Crown and drives business success.
Having a solid CX strategy can differentiate your brand from competitors and turn customers into loyal advocates. It involves understanding your customers’ needs, pain points, and preferences and aligning your business objectives to meet them. By doing so, you are more likely to retain customers, increase revenue, and gain a competitive advantage.
The Importance of CX Strategy
“A customer’s interactions with a brand should be seamless, personalized, and consistent across all channels. A well-executed CX strategy is essential to achieving this and driving customer satisfaction and loyalty.”
Designing Memorable CX Experiences
Creating memorable customer experiences is essential for any business looking to stay ahead in today’s competitive landscape. To achieve this, CX design and user experience (UX) play a key role in crafting delightful interactions that leave a lasting impression on customers.
The Key Elements of CX Design
Successful CX design involves a deep understanding of the customer’s needs, wants, and preferences. By putting yourself in the customer’s shoes, you can identify pain points and opportunities for improvement in the customer experience.
Here are some essential elements of CX design:
Clear and intuitive navigation
Consistent branding and messaging
Engaging visuals and multimedia
Personalization and customization
Easy access to customer support
By incorporating these elements into your CX design, you can create a seamless and enjoyable experience for your customers.
Why UX is Key to CX
User experience (UX) is a vital component of CX design, as it focuses on the usability and functionality of digital interfaces. A well-designed UX can enhance the overall customer experience and drive customer satisfaction.
Here are some ways that UX can improve CX:
Reduced friction in the customer journey
Clear and concise communication
Efficient and effective task completion
Seamless integration across devices and platforms
By prioritizing UX in your CX design, you can create a consistent and positive experience for your customers across all touchpoints.
“Good design is good business.” – Thomas J. Watson Jr.
As Thomas J. Watson Jr. famously stated, good design is essential for business success. Incorporating CX design and UX principles into your business strategy can create memorable and enjoyable experiences that drive customer satisfaction and loyalty.
The Role of CX Management
CX management is vital in ensuring that businesses deliver a seamless customer experience and boost customer satisfaction. Effective CX management involves understanding customer needs, analyzing customer feedback, and utilizing the right tools and techniques to optimize their experience.
There are several key components of CX management, including:
CX strategy: A solid CX strategy aligns with business goals and objectives and provides a framework for delivering a consistent and positive customer experience. It involves identifying customer pain points, mapping out customer journeys, and defining customer personas.
CX measurement: To ensure that CX management efforts are effective, businesses must track and analyze customer feedback and behaviour. This involves leveraging CX metrics such as Customer Experience Six (CX6), Customer Effort Score (CES), Customer Satisfaction (CSAT) and Net Promoter Score (NPS). .
CX design: CX design plays a crucial role in crafting memorable interactions that leave a lasting impression on customers. It involves optimizing touchpoints across the customer journey, creating user-friendly interfaces, and delivering personalized experiences.
CX technology: CX technology, such as customer relationship management (CRM) systems and chatbots can streamline processes and enhance customer interactions, leading to improved satisfaction and loyalty.
By investing in CX management, businesses can boost customer satisfaction, increase revenue, and gain a competitive advantage in the market.
Leveraging CX Metrics for Success
Measuring and analyzing CX metrics is crucial for gauging the success of your customer experience initiatives. By leveraging the right metrics, you can make data-driven decisions to optimize the customer experience and drive customer satisfaction and loyalty.
The Metrics that Matter
Not all CX metrics are created equal, and focusing on the ones that matter most is important. Here are some key metrics to consider:
Measures the potential areas to improve in the Customer Experience
Net Promoter Score (NPS)
Measures the likelihood that a customer would recommend your brand to others.
Customer Satisfaction Score (CSAT)
Measures how satisfied customers are with a specific experience, such as a purchase or interaction with customer support.
Customer Effort Score (CES)
Measures how easy or difficult it was for customers to complete a specific task or interact with your brand.
Churn Rate
Measures the percentage of customers who discontinue doing business with your brand over a certain period.
Tracking these metrics regularly can help you identify areas for improvement and measure the impact of any changes made to the customer experience.
Leveraging CX Metrics
Once you have identified the metrics that matter most, it’s important to use them to drive continuous improvement in the customer experience. Here are some tips:
Set goals: Use your metrics to set achievable goals for improving the customer experience. For example, aim to improve your CX6 rating by 15% over the next quarter.
Act on feedback: Use Real-time customer feedback collected through listening across channels to make meaningful โin the momentโ changes to the customer experience.
Track progress: Monitor your metrics regularly to track progress towards your goals and identify any areas that need further improvement.
By leveraging CX metrics effectively, you can drive continuous improvement in the customer experience and increase customer satisfaction and loyalty.
The Power of Personalization in CX
One of the most significant trends in CX optimization is the power of personalization. Customers today expect personalized experiences that cater to their unique needs and preferences. In fact, according to a study conducted by Epsilon, 80% of customers are more likely to do business with a company that offers personalized experiences.
To achieve this level of personalization, businesses need to gather and analyze customer data. This includes demographic information, purchase history, and customer feedback. By leveraging this data, businesses can create tailored recommendations, customized experiences, and personalized interactions that resonate with customers.
Personalization can also be achieved through dynamic content. This involves showing different content to different users based on their interests, preferences, and behaviours. For example, an e-commerce website can display product recommendations based on a user’s browsing and purchase history.
Examples of Personalization in CX
Here are a few examples of how businesses are using personalization to enhance the customer experience:
Company
Personalization Strategy
Result
Amazon
Product recommendations based on browsing and purchase history
35% of Amazon’s revenue comes from personalized recommendations
Netflix
Customized content recommendations based on viewing history
Personalized recommendations account for 80% of what people watch on Netflix
Starbucks
Personalized mobile app that remembers customer preferences
Mobile orders account for 22% of Starbucks’ sales
As these examples show, personalization can have a significant impact on CX optimization. By personalizing the customer experience, businesses can increase customer satisfaction, loyalty, and revenue.
The Rise of Omnichannel CX
The traditional customer experience has evolved to encompass multiple touchpoints, including online, offline, mobile, social media, and more. As a result, businesses must adapt to meet customers’ needs and provide a seamless omnichannel experience.
Providing a consistent brand experience across all channels is essential for CX optimization and customer satisfaction. Omnichannel experiences enable businesses to build stronger relationships with their customers by providing them with the flexibility to interact with the brand on their preferred channels.
Personalization is key to achieving a successful omnichannel experience. Customers expect businesses to provide tailored interactions and recommendations based on their preferences and behaviour. Businesses can deliver personalized experiences that drive engagement and loyalty by leveraging customer data and insights.
The Role of AI and Automation in CX Optimization
Artificial intelligence (AI) and automation are revolutionizing the customer experience landscape. From chatbots and virtual assistants to predictive analytics and machine learning algorithms, businesses are leveraging AI and automation to optimize CX and enhance customer satisfaction.
One of the significant advantages of AI and automation in CX is the ability to streamline processes and reduce customer effort. For instance, chatbots can provide immediate assistance and resolve common queries, reducing wait times and increasing the speed of service delivery. Furthermore, predictive analytics can help identify customer issues before they occur and enable proactive interventions to minimize the impact on customer satisfaction.
Another critical aspect of AI and automation in CX is personalization. By analyzing customer data and behavior patterns, businesses can provide personalized recommendations and tailored experiences that meet individual needs and preferences. For example, Netflix’s recommendation engine uses machine learning to suggest content based on user viewing habits, increasing engagement and customer satisfaction.
The Benefits of AI and Automation in CX Optimization
The table below summarizes some of the key benefits of using AI and automation in CX optimization:
Virtual assistants, chatbots, AI-powered customer service
As the capabilities of AI and automation continue to evolve, businesses that embrace these technologies are poised to gain a competitive advantage in CX optimization. By leveraging data-driven insights and personalized experiences, businesses can drive customer satisfaction, loyalty, and ultimately, business success.
The Role of Emotional CX
When it comes to optimizing the customer experience, tapping into your customers’ emotions can be a game-changer. Businesses can significantly enhance customer satisfaction and loyalty by creating emotionally impactful interactions.
A study by Forrester found that companies that excel at emotional CX outperform their competitors by 26% in revenue growth. One way to create emotional connections with customers is through personalized experiences that cater to their unique interests and preferences.
Another way to tap into emotions is by leveraging storytelling. By telling stories that resonate with customers on a personal level, businesses can create a deeper emotional connection that goes beyond transactions and fosters long-term loyalty.
“People will forget what you said, people will forget what you did, but people will never forget how you made them feel.” – Maya Angelou.
In addition to personalized experiences and storytelling, it’s important to remember that empathy plays a crucial role in emotional CX. By understanding and empathizing with your customers’ needs and pain points, businesses can create a more positive and empathetic experience that shows they care.
Overall, emotional CX is a critical component of optimizing the customer experience. Businesses can enhance customer satisfaction and foster long-term loyalty by creating emotionally impactful interactions through personalization, storytelling, and empathy.
The Importance of listening to every interaction for Continuous CX Optimization
Establishing listening posts is a crucial component in the ongoing effort to optimize the customer experience (CX). To improve CX, it is important to collect and analyze Real-Time customer interactions, identify areas for improvement, and make โin the momentโ changes.
Traditional feedback is expensive and only provides a retrospective view of CX. It is like driving a car by only looking in the rear-view mirror (potentially with disastrous consequences). Proactively listening and building a rich, actionable capability to introduce improvements immediately is a key differentiator.
Using CX Metrics for Continuous Innovation
Metric
Description
How to Use It
Customer Experience Six (CX6)
Measures the CX across six elements: How, Fast, Easy, Convenient, Trackable, Personalized and Predictive
Identify areas for improvement and track changes over time
Customer Effort Score (CES)
Measures how easy it is for customers to complete a specific task
Identify friction points and streamline the customer journey
Customer Satisfaction (CSAT)
Measures overall satisfaction with a specific interaction or experience
Pinpoint areas for improvement and track changes in satisfaction over time
Using effective CX metrics enables businesses to track performance and identify areas for improvement. It is important to establish a baseline and set goals in order to measure success and understand the impact of changes made based on customer feedback.
Acting on Customer Feedback
Collating RealTime feedback is only the first step. It is important to act on the information โin the momentโ and make necessary changes to improve the customer experience. Here are a few steps businesses can take to act on customer feedback:
Establish listening posts at every customer interaction
Implement โaction in the momentโ capabilities
Enable individuals and teams at the listening posts to make decisions and execute changes immediately
Share feedback with relevant teams and stakeholders
Prioritize feedback based on frequency and impact
Create an action plan to integrate the learning and changes
Communicate changes made based on feedback to customers
Track and measure the impact of changes made
By listening intently at every interaction across the customer experience, businesses can continuously improve the CX and ensure customer satisfaction, lower costs and higher revenues.
In conclusion, gathering and acting on customer feedback is essential for continuous CX optimization. By listening through various channels, using effective CX metrics, and acting on the data, businesses can improve the customer experience and drive customer satisfaction.
Conclusion
As we look towards 2024 and beyond, it is clear that the customer experience will be a crucial element of any successful business strategy. By staying ahead of emerging CX trends, businesses can optimize their customer interactions and drive satisfaction and loyalty.
The Importance of a Well-Defined CX Strategy
A well-defined CX strategy is crucial for businesses looking to stand out in a competitive landscape. By prioritizing the customer experience, businesses can enhance customer satisfaction and loyalty, ultimately driving success.
Designing Memorable CX Experiences
The key to memorable customer experiences lies in smart CX design. By leveraging UX principles and prioritizing customer needs, businesses can create interactions that leave a lasting impression and drive loyalty.
The Power of CX Management
Expertly managing the customer experience can turn satisfied customers into loyal brand advocates. By utilizing the right tools and techniques, businesses can optimize their CX strategy and drive success.
Leveraging CX Metrics for Success
The right CX metrics can provide valuable insights into the effectiveness of customer experience initiatives. By measuring and analyzing these metrics, businesses can make data-driven decisions to optimize their strategy and enhance customer satisfaction.
The Importance of Personalization in CX
Personalization is key to optimizing the customer experience in today’s landscape. By tailoring interactions to customer preferences and needs, businesses can stand out and create lasting relationships with their customers.
The Rise of Omnichannel CX
Providing a seamless omnichannel experience is becoming increasingly important for businesses looking to drive satisfaction and loyalty. By integrating various touchpoints, businesses can enhance the customer journey and drive success.
The Role of AI and Automation in CX
Artificial intelligence and automation are transforming the customer experience landscape. By leveraging these technologies, businesses can streamline processes and enhance interactions, ultimately driving satisfaction and loyalty.
The Importance of Emotional CX
Emotions play a key role in the customer experience. By tapping into emotions and creating positive interactions, businesses can drive satisfaction and loyalty, ultimately driving success.
Customer Feedback for Continuous Improvement
Gathering and acting on customer feedback is crucial for businesses looking to improve their CX strategy continuously. By listening to their customers and making meaningful changes, businesses can optimize the customer experience and drive success.
By staying ahead of emerging CX trends and prioritizing the customer experience, businesses can drive success in 2024 and beyond.
FAQ
What are the top five customer experience trends in 2024 and beyond?
The top five customer experience trends in 2024 and beyond are: CX strategy, CX design, CX management, CX metrics, and personalization in CX.
Why is having a well-defined CX strategy important?
Having a well-defined CX strategy is crucial because it can lead to increased customer satisfaction and loyalty.
What are the key elements of designing memorable customer experiences?
The key elements of designing memorable customer experiences are user experience (UX) and CX design.
How does CX management drive business success?
CX management drives business success by effectively managing the customer experience and optimizing customer satisfaction.
Why is measuring CX metrics important?
Measuring CX metrics is important to gauge the success of customer experience initiatives and make data-driven decisions.
How does personalization impact the customer experience?
Personalization significantly impacts the customer experience by creating tailored interactions and customized experiences.
What is the importance of providing an omnichannel customer experience?
Providing a seamless omnichannel customer experience is important as it drives customer satisfaction and loyalty.
How does AI and automation transform the customer experience landscape?
AI and automation transform the customer experience landscape by streamlining processes and enhancing customer interactions.
How do emotions impact the customer experience?
Emotions play a significant role in the customer experience and tapping into emotions can create positive interactions that drive satisfaction and loyalty.
Why is listening at every interaction important for continuous improvement?
Establishing listening posts is important for continuous innovation as it helps businesses gather insights and make meaningful changes to enhance the customer experience.
Resources
The BPGโs CEMMethod provides a framework to implement a practical and immediate improvement to both operational and strategic CX.
if you pay people for doing dumb stuff, they’ll get really smart at it.
Steve Towers
Meet Steve Towers
Steve Towers, BPG’s Chief Experience Officer, is an expert in customer experience and process transformation who enjoys spreading his enthusiasm for this field through coaching, consultancy, keynote talks and books (twelve published).
Through the CEMMethodยฎ, now in version 15, he and the BPG affiliates help companies win the triple crown ๐ โthe simultaneous ability to Grow Revenue, Reduce Costs, and Improve service.
With over four decades of experience working with large enterprises worldwide, Steve has distilled the successful strategies of top-performing organizations into a proprietary methodology that can be easily imparted to CX and Process teams and executives.
His forte lies in envisioning the future of customer-centricity, customer experience, process management and realizing long-term benefits from business transformation. Steve’s approach combines customer-focused thinking, cutting-edge technologies, and a human touch.
Steve is also an entrepreneur and an early-stage investor in innovative software companies.
๐ So many Metrics, So little Time. Smash through the Barrier!
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This 18-minute keynote from Africa’s Customer Service Symposium reveals the pitfalls of poor CX measurement and precisely how you can fix the shortfall.
KEYNOTE DOWNLOAD THE DECK (PDF) AND VIDEO RECORDING
Here’s just one example from last week of all times where Tesla, let’s put the name out there as a warning to others, has been, over the years, the top in Net Promoter Score performance, if you like, across their particular industry. And yet at the same time, their customers are experiencing increasing issues.
Poorer customer service has mapped through the number of complaints that they were receiving. So how could it be that they were being so successful with N P S compared with the rest of the industry? While at the same time the number of complaints have been increasing. And last week it was noted that people were gaming the system.
if you pay people for doing dumb stuff, they’ll get really smart at it.
Steve Towers
Tesla not measuring up
They were doing this by attaching the N P S and Customer Satisfaction scores to bonus schemes. So hence, not surprisingly, the scores were going up, the scores were improving month on month, quarter on quarter and year on year, right? And as it says, if you pay people for doing dumb stuff, they’ll get really smart at it.
And that’s precisely part of Tesla’s problem. And this goes back, and this isn’t like one incident. This goes back six or seven years, and there are reports that you can get through the links later on. Where they laid off a whole bunch of staff in finance and marketing for actually gaming the system and being very selective about who they asked and who they surveyed actually to produce the right results.
Steve Towers, BPG’s Chief Experience Officer, is an expert in customer experience and process transformation who enjoys spreading his enthusiasm for this field through coaching, consultancy, keynote talks and books (twelve published).
Through the CEMMethodยฎ, now in version 15, he and the BPG affiliates help companies win the triple crown ๐ โthe simultaneous ability to Grow Revenue, Reduce Costs, and Improve service.
With over four decades of experience working with large enterprises worldwide, Steve has distilled the successful strategies of top-performing organizations into a proprietary methodology that can be easily imparted to CX and Process teams and executives.
His forte lies in envisioning the future of customer-centricity, customer experience, process management and realizing long-term benefits from business transformation. Steve’s approach combines customer-focused thinking, cutting-edge technologies, and a human touch.
Steve is also an entrepreneur and an early-stage investor in innovative software companies.
Choosing the best customer experience, customer journey management and process courses with professional qualifications can be a challenge. Find out about the Award winning professional qualification classes. Read the testimonials from hundreds of clients and they will make your mind up.
Earning the prestigious Accredited Customer Experience Professional (ACXP) credential is pivotal in any CX leader’s career.
Established in 2010 by the BP Group, Academy of Customer Experience (ACE) and Affiliates, the ACXP provides long-overdue industry recognition of CX as a critical business discipline.
๐ Individual and Team Success
The ACXP offers dedicated professionals a clear path to advancement and increased earnings potential. If you are a CX Leader seeking to grow your teams professionalism and impact on your business, the ACXP provides the skills, tools and framework to deliver results immediately.
๐คฉ CX Mastery
The ACXP credential reflects an individual’s mastery of the latest CX frameworks and commitment to delivering wow-worthy customer experiences. Applicants must have a proven business track record driving business change, process and CX transformation and improvements.
๐ฅ Qualification process
The qualification process is rigorous and experiential, based on the delegate’s work and experiences. The training courses are supplemented by practical exercises based on the worlds leading CX organisations and include the full spectrum of CX management, including strategy, customer understanding, design, metrics and more.
๐ Global community
By successfully passing this gold-standard assessment, ACXPs join an exclusive global community of CX thought leaders united by a shared vision – creating customer experiences that deliver the triple crown โ higher revenues, lower costs and improved service simultaneously. The ACXP contributed directly to improving shareholder value, building brand loyalty and driving sustained growth.
The ACXP is more than just initials after your name. It’s a badge of honour representing your dedication to CX excellence.
โ๐ข A few of the companies who have qualified ACX people in their ranks
The ACXP movement is sweeping the globe!
๐ Already over 23,000+ dedicated professionals in 137 countries proudly carry the ACXP designation. While the United States and Europe lead with over 11,000+ ACXPs and counting, vibrant communities are growing worldwide โ 3,000 in South Africa, 500 across the rest of Africa, 600+ in Australia and New Zealand, and 500 across the GCC area. โ This exponential growth reflects the universal importance of customer experience. Forward-thinking organisations rely on their elite force of ACXPs to drive CX transformation.
๐ฏ Peer network
ACXPs gain an invaluable global peer network of 23,000+ colleagues to exchange insights and shape the future of CX.The ACXP journey is rigorous, making earning those coveted initials rewarding.
โ๐ฅ Been there and done it Mentors & Coaches
More than 40 world-class Recognized Consultancies, Training Providers and professional organisations offer courses led by qualified ACXP coaches and mentors with real-world expertise.
โ๐ Celebrating success together
When new ACXPs are announced, we celebrate their commitment and achievement. The ACXP badge represents a dedicated CX professional ready to deliver wow-worthy customer experiences
โ๐ช Individual & Team credibility
Earning the ACXP credential provides an undeniable career boost! Major global brands eagerly seek accredited CX professionals to drive customer experience strategies. For a team it also demonstrates the capability to help organisations transform to achieve pragmatic results quickly and sustainably.Companies, including the following, list ACXPs in their ranks and emphasise the difference pragmatic, hands-on ACXPs make to their businesses.
The attainment of the ACXP qualification is highly prized and contributes to individual, team and organisation success.
๐โโ๏ธ CX as a competitive advantage
As customer experience becomes an essential competitive advantage, organisations need proven CX leaders who speak the language and have the strategic vision. Earning your ACXP credential sets you apart – unlocking new career potential and salary growth. The numbers speak for themselves – major brands worldwide seek ACXPs to drive their CX agenda.
โ๐ Recent Testimonials from Individuals and Teams
THANK YOU so much for a really fantastic learning experience. This course provided a terrific holistic framework for how to think more about MOTs. Itโs a terrific program that Iโd recommend and encourage others to consider strongly. Jim Lecinski, Professor of Marketing, Kellogg School of Management, USA (former SVP at Google where he invented the Z-MOT and Micro MOTs) โ We held our session last week focusing on a critical experience for bank customers. We had a really fantastic session – not only did we walk away with the deliverables we needed, but people had a lot of fun too! Thanks again for the session. It was one of the most valuable and enjoyable sessions I have attended! Sharon Laemie Naya, Head of Commercial Change Strategy, TD Bank
Thank you for being an amazing mentor, guru & inspiration. You truly have a way of bringing all principles, especially the divine principles, back into the workplace. Thank you for empowering me to see a different view. Nancy Moodley, Head of Customer Experience, Digital & CRM, Nissan Africa
What an incredible experience. We loved every minute and super excited to up our game. Sarina de Beer, Managing Director at Ask Afrika, South Africa
An excellent course enabling engineering of a great customer experience! Gavin Smith, Continuous Improvement Lead, Industrial Development Corporation, South Africa
Thank you, Steve, for the high quality & insightful training you delivered. Your innovative approach, critical thinking & up to date case studies facilitated this achievement ๐ Muath Al-Azzam, Principal Services & Operations Specialist, Dubai Municipality, United Arab Emirates
What an amazing journey to Accredited ACX Coach, this experience has completelytransformed how we measure, collaborate, communicate and innovate with the customer in mind. Keen to guide the next willing souls on this journey. Durrel Ramrathan, Head of Operational Analytics and Data Management, Multichoice, South Africa
Thanks, Steve, for providing a great learning platform. It was inspiring to hear your experiences as they presented a great source of knowledge. Not only have you been a fantastic mentor to me but you have taught me how to mentor others. Thanks for being so supportive and getting me through. Chandan Chabbra, Head of Content and Operations, MX Live, MX Player, India
Thank you, the experience was enlightening, empowering, educating, encouraging and engaging. Natasha Doren, Member Experience Manager, Eskom Pension and Provident Fund, South Africa
I have to say, every day since I left Denver, I have been able to apply some of my learning during the ACXM event into not only my job, but my personal life as well. Thank you so much for everything that you’ve done to advance the field of customer experience! Brett Gill, Regional Sales Manager, Morrison Container Solutions, United States
Another fantastic learning, personal and professional development experience with you! Lyall Shapiro, Head of Experience, Design & Fulfilment Transformation, AMP, Australia
Thank you Steve, very intense 4 days but amazing and already putting it into practice! Edwin De Lange, CX Principle, Immersion Group, South Africa
Thank you so much Steve.. this achievement means a lot to me & huge credit goes to you.. looking forward to my next learning Amal Shaira, Directorโ Head of Client Service Improvement, Business Planning & Strategy, National Bank of Abu Dhabi, UAE
An honour to work with you Steve. A fantastic course Kath Milne, Director & Chairperson, Equality Lawyers, Australia
What an amazing journey to Accredited ACX Coach, this experience has completelytransformed how we measure, collaborate, communicate and innovate withthe customer in mind. Keen to guide the next willing souls on this journey. Durrel Ramrathan, Senior Analytics & AI Leader & ACX Mentor, Multichoice, South Africa
Thanks very much for an amazing course! You are a fantastic facilitator and I’m trulyblessed to have you share your wisdom with us. Jenny Simpson, Associate Director, National Australia Bank, Sydney, Australia
Learning by doing and exploring up-to-date real-life is what the program is all about. This is my third course with Steve, and I have witnessed tremendous improvements to its content and delivery and have never failed to leave amazed by the power of the techniques. Saud Albuainain, Director of Business Transformation, EY, Saudi Arabia
A year after training in London, I just wanted to note my continued gratitude.Hope to remain involved in the events and work with you again.. that mentoring was beyond invaluable. Juliana Coates, Member Services, University of Albany, New York
I’m writing to endorse the program. It completely changed the way I think. Steve Towers taught us amazing secret techniques of improvement. The program allowed me to apply all the learnings immediately after the training. Very practical training with a wealth of knowledge to share. This is a must training for everyone interested in making their lives better! Maria T Ferreira, Vice President, Client Experience Process Improvement Citi, New York
Steve has an amazing insight into some of my personal challenges and really helpedthrough his mentoring for me to refocus my energies with immediate renewed personal and career success CIO, Telco, South Africa
Thanks for your time and the fantastic course, delivered in Auckland recently. Looking forward to attending in June – will see if I can bring some colleagues!! Neal Ross, Chief Technology Officer, Ricoh, Australia
The detail was very relevant and extremely well presented. Steve is a great communicator and spoke extremely well. Paul Botes, Senior Manager, Standard Bank, South Africa
Brilliant Workshop. The speaker was awesome and gave great guidance on matters I am finding in the workplace. Cindy-Lee Muller, Marketing Coordinator, TPN Credit Bureau, South Africa
The workshop is highly recommended for anyone who wishes to simplify and thereby enhancing satisfaction. The speaker is immensely knowledgeable and demonstrates vast experience in the subject. David Mulovhedzi, Senior Manager, DPSA, South Africa
I did the training 2 weeks ago and it completely changed my world. Since then things are going really fast within our organisation. The rest of the guys in our executive team are completely sold on the concepts. To be honest I did not think it would happen that quick. Nachiket Gole, Chief Information Officer, Cap Gemini, India
You’ve fundamentally changed the way I think about every process. And inspired me to try Outside-In (OI) in all walks of life. The first two levels should be included in educational curriculums (yes, even at the junior levels). If everyone started applying OI, the world would be… where it should be. Mahesh Mirchandani, Group CTO, TruDoc HealthCare
If you are looking to improve your own professional then I would recommend the program and Techniques Stephen Nicholson, Certified Process Professional Master, BPM Systems, Australia
Excellent presentation, clear and concise. Absolutely Gripping Devendra Maisnam, Business Analyst, National E-Health Transition Authority, Australia
Thanks to you for a fantastic mentoring programme โฆ I am an Outside-In fan now ! Jimmy Cuadra, CIO, ICI Paints Asia Pacific, Singapore
I was struck with awe on your versatile yet practical experience. Thanks for the wonderful session on CPP this week Syed Raashid, Specialist, Qatar Energy, UAE
Thanks again for the fantastic course and insights you provided. Sean Schurmann, Consultant, e&e Solutions, Australia.
Just a short note to say thanks again for the course. It was a truly mind-blowing experience and I will never think about process the same way again. Craig Reid, CEO & Founder, Professional Holiday Homes.
I wanted to tell you how much I enjoyed the book! It really helped tie together various concepts and practices I have been evolving towards over a number of years, crystallizing them into a simple but powerful framework. Steve Melville, Support Delivery Director, Oracle, USA.
Steve led the best training sessions I have ever taken in my 20+ years as a professional. After those sessions, I was able to have an immediate impact on my organization. Steve is a very sharp, personable, interesting individual and a real pleasure to work with. I continue to remain in regular contact with Steve and consider him an invaluable resource on BPM and on change management in general. Mark Barnett, Director of Global Process Practice, ACN, Inc. USA
I would like to thank you for a wonderful experience for me to know the nuances of ABPM. Taking us to a new level on how to view processes & implement by way of sharing your wealth of experience and enlightening us with the case studies & exercises. Director Quality Management Group, 3i Infotech Ltd., India
Exceptional and life-transforming. This training should be on every corporate agenda CIO, Apotex Pharmaceutical, Canada
Simple and different concepts which is path-breaking and easy to understand and deploy Director Business Consulting, Chennai, India
Excellent – he is a very good leader Senior Quality Analyst, AEC, Saudi Arabia
I want to thank you for the great content and coaching that you provided, the concepts resonated even more clearly when presented with your enthusiasm and experience. Director, H&R Block, USA
I really enjoyed last week and really learned a lot. I feel I had a Eureka moment yesterday when the wholeprocess diagnostics suddenly clicked into place. I remember you saying that once you grasp this, you will never look at processes in any other way. I am now actively evangelizing the CEM approach with our team. Senior Analyst, Investment Bank, London
Steve is an inspiring global thought leader. He is a creative visionary working on the edge of breakthrough change. Kenneth Mortimer, Principal, MBA & Associates Ltd
You are the tops! Everyone in the field should be exposed to the techniques experienced in this course. Personnel Director, Business Management, Bank of America
…was so helpful. The ability to ask questions/having a discussion after the day’s end was extremely good. I really appreciated the professional approach Telco Director, CIO of CEU, Hungary
Steve, as you know, Iโve been an advocate and activist for you and your program for over 10 years – the skill set that I received from you and your insights are essential and are key to keeping me relevant and preferred by my clients across so many business industries. Keep going, Steve, I appreciate it. Maxx Kochar, C.P.P., A.A.E., Sustainable Development Consultant, Silver Dart Group, North America
I think it’s been a lot of fun. It’s a practical process. It’s quite clearly mapped. You can understand; I think that’s how I’ve experienced it. There’s a real tying together of the Outside-in to a pragmatic way of thinking about improvement to an empirical base, to show people that it’s real and to do it quickly and I think that’s been refreshing. Reynardt Uys, CEO and co-founder, โFringe Studios, Johannesburg, South Africa
It was engaging, it was quick. I found it to be very practical. And very comprehensive So that, that was excellent. Also to see how many industries it has been applied to. I think there’s a real a track record there which increases my confidence in all of this.We now have Outside-In dashboards. We see it’s quantifiable. It’s not what I call fufu shihi which is, all the other stuff. But it’s like, to the point and I can see it’s executive. Nehal Shah, MD and co-founder, Fringe Studios, Johannesburg, South Africa
“This course provided a terrific holistic framework for how I can more richly think about how MOTs connect to Customer Experience and Customer Journey Management. Itโs a terrific program that Iโd recommend and encourage Professionals to strongly consider.”
Jim Lecinski, Professor, Kellogg School of Management
(Jim is the creator of ZMOTs and Micro MOTs as a VP at Google 2006-2018)
L.G. Lavengood Outstanding Professor of the Year Award (2022)
