Walking into a new customer experience role — CX lead, CMO, VP of Customer Success — comes with an unspoken clock. You have a window, usually measured in months rather than years, where you’re expected to understand what you inherited and start showing you can improve it. Most new leaders spend that window doing exactly the wrong thing first.
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Guest Post from David Burkus |
You’ve just been asked to lead a new team. But here’s the catch: it’s not really your team. It’s a group pulled together from different departments – sales, marketing, product, maybe even someone from legal whose job seems to be vetoing everything. These aren’t people you hired. They don’t report to you. And they probably don’t report to each other either.
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Most customer experience frameworks are written with a single decision-maker in mind — one person, one moment of dissatisfaction, one chance to leave. B2B SaaS almost never works that way, and an audit approach borrowed from consumer retail will miss most of what actually matters in a software buying and renewal relationship.
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Guest Post from Geoffrey Moore |
AI is the number one topic in the boardroom this year, and everybody wants to know how it is going to play out and what that means for their enterprise. Well, it’s not as if we have never seen versions of this movie before. How did the Internet play out? The Worldwide Web? eCommerce? Cloud computing? Smartphones? Digital marketing? Ride-sharing? Streaming media?
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Why your gut already knows something’s wrong, and how to finally prove it. You’ve seen it before. The numbers look okay on paper, but something just doesn’t feel right. Churn is creeping up. Conversions aren’t where they should be. Your support team is busier than ever. Yet, when you dig into the dashboards, nothing is jumping out and screaming for your attention.
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Guest Post from Mike Shipulski
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In today’s world of continuous improvement, everything is seen as an opportunity for improvement. The good news is things are improving. But the bad news is without governance and good judgement, things can flip from “lots of opportunity for improvement” to “nothing is good enough.” And when that happens people would rather hang their heads than ...
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Guest Post from Shep Hyken |
Welcome to my annual article featuring customer service and customer experience (CX) trends and predictions. This year is another two-part article divided into two specific categories. Part One features trends and predictions that have little or nothing to do with AI. It may be that technology, including AI, helps drive the trend, but the overarching concept is not specific to AI.
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Guest Post from Greg Satell |
In 2005 W. Chan Kim and Renée published Blue Ocean Strategy, which found that “blue ocean” launches, those in new categories without competition, far outperformed the shark-infested “red ocean” line extensions that are the norm in the corporate world. It was an immediate hit, selling over 3.5 million copies.
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Your Host - Braden Kelley
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| Human-Centered Change & Innovation Weekly hosted by Braden Kelley, Seattle, WA, USA |
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