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What Rests, Rusts. Step Up to the Bright, Shiny New Accredited Customer Experience® Program

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Delivered by Been There and Done It Professionals for Professionals

Australia & Oceania | Americas | South Africa | Europe | GCC – Middle East

The ACX Program features the Accredited Customer Experience Professional®
(ACXP® 2 day x 5 hours per day)
LIVE online INTERACTIVE

The ACX Professional & ACX Master program

Australia & Oceania | Americas | South Africa | Europe | GCC – Middle East

The ACX Program also includes Accredited Customer Experience Master®
(ACXM® 4 day x 5 hours per day)
LIVE online INTERACTIVE

Australia & Oceania | Americas | South Africa | Europe | GCC – Middle East

Australia & Oceania | Americas | South Africa | Europe | GCC – Middle East

Australia & Oceania | Americas | South Africa | Europe | GCC – Middle East

Australia & Oceania | Americas | South Africa | Europe | GCC – Middle East

Australia & Oceania | Americas | South Africa | Europe | GCC – Middle East


Testimonials… hear what others say…

It’s been an honour and privilege to participate and attend the ACX-M course, It was an eye-opener and quite a revelation for me, I became conscious of these important concepts and aspects of customer experience, Thank you for showing us the way.
Product Specialist at Laerdal Medical, India

Thank you Steve for the high quality & insightful training you delivered
Your innovative approach, critical thinking & up to date case studies facilitated this achievement 👍
Muath Al-Azzam, Principal Services & Operations Specialist at Dubai Municipality

I have to say, every day since I left Denver, I have been able to apply some bit of learning that I got 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, United States

Thank you Steve for another enlightening and engaging course that just keeps challenging the way we do things®
Edwin De Lange, South Africa

Thanks again for four great and inspiring days.
Christian Becker, Germany


It’s been great training with lots of new tools that we will be able to implement soon I hope. Super interesting information, I am looking forward to reading your book as well. I really appreciated your energy and enthusiasm throughout the training.
Silvia Fernandez Calvo, Spain

Let me take this opportunity to thank Mr. Steve. Your teachings are timeless and they stick perfectly and forever in our minds. We shall never forget you wherever we find ourselves on this planet. Thank you so much, Steve 🙏
Benignus Otmar, Tanzania

Thank you, the experience was enlightening, empowering, educating, encouraging, and engaging.
Natasha Doren, South Africa

Thank you, Steve, I have never enjoyed anything more than the CX course, The weight of knowledge I gained and the enlightenment that I got is indescribable.
Reem Elsadig, Sudan

Thanks, Steve for such an excellent program, the dedicated manner you use to share with us your wonderful knowledge and wisdom in CX, and the time to respond to all our questions! God bless you, thanks a lot!
Yanese Angeles, Dominican Republic

You started me out on this journey my friend. Thanks for letting me live out my passion!
Molly Redenbaugh, Iowa, United States

Thank you! It’s been an amazing journey and you have been a great mentor.
It was an honor taking your class, I am now a confident CPP Master🙏🏾
Masele Masudi Msita, Tanzania

Thank you Steve for your high-quality wonderful Master. I thought the course was brilliant. Thank you for everything.
Ashraf Mohamed, Philadelphia, USA

Thanks again, Steve. 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 Chhabra, Delhi, India

Another fantastic learning, personal and professional development experience with you!
Lyall Shapiro, Australia


Do you want to embrace advanced Customer Centric thinking and become Outside-In?

How You Can become ‘Outside-In’… https://bit.ly/WhyOutsideIn

Start here and follow these simple steps:

Step #1 – Get The Book: Outside-In The Secret *FREE* https://bit.ly/OI2021now

Step #2 – Get the Software (FREE):

Parallel | http://bit.ly/Parallel2021

Step #3 – Connect With The Community:

https://linktr.ee/SteveTowers

Step #4 – Keep Pace with Change:

Recent Interview | http://bit.ly/STInnovation

Step #5 – New Article – Customer Obsession:

LinkedIn (3 minute read) | https://lnkd.in/dHeCJhN

And for now, review this:

Your definition of Customer Experience is/may be wrong (3-minute video) http://bit.ly/CXDefined

Featured

BP Group Annual Survey 2021: FIVE significant CX Challenges and the emerging Next Practices

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Introduction and Background
The BP Groups 30th Annual Survey focuses specifically on developing challenges facing the adoption of Customer Experience and Customer Centric practices.

The survey contributors are senior people Accredited in Customer Experience for a minimum of two year and the questions asked through 2020 and 2021 (during the pandemic).

Contributors identified 50+ challenges and from these, we distilled them down to five with subsequent deeper dives to explore how people were meeting and overcoming the challenges.

Over the next six weeks, we will review each of the main challenges and the emergent Next Practices to overcome.

The Five CX Challenges (and Next Practices)

Here is a summary of the major findings:

Customers Have Changed Forever
https://bit.ly/BPGSurveyW1

CX Metrics Are Just Not Good Enough
https://bit.ly/BPGSurveyW2

Mindsets Are Getting In The Way
https://bit.ly/BPGSurveyW3

Too Much Theory, too Little Delivery
https://bit.ly/BPGSurveyW4

Communication is an Enormous Problem
https://bit.ly/BPGSurvey_W5


Watch the Complete Webinar and
Download the Resources:

Join ‘Five Challenges (and Next Practices)’: https://cemnext.com/cx5registration

Review the LIVE Program that codifies the ‘Next Practices’: https://bit.ly/COIM21


Do you want to embrace advanced Customer Centric thinking and become Outside-In?

How You Can become ‘Outside-In’… https://bit.ly/WhyOutsideIn

Start here and follow these simple steps:

Step #1 – Get The Book: Outside-In The Secret *FREE* https://bit.ly/OI2021now

Step #2 – Get the Software (FREE):

Parallel | http://bit.ly/Parallel2021

Step #3 – Connect With The Community:

https://linktr.ee/SteveTowers

Step #4 – Keep Pace with Change:

Recent Interview | http://bit.ly/STInnovation

Step #5 – New Article – Customer Obsession:

LinkedIn (3 minute read) | https://lnkd.in/dHeCJhN

And for now, review this:

Your definition of Customer Experience is/may be wrong (3-minute video) http://bit.ly/CXDefined

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Results-Oriented Communications are Now Emerging.

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Results-Oriented Communications Are Now Emerging

Jim Sinur says
“It is becoming painfully evident that traditional communication channels are just not making the grade in these days of group innovation and fast-moving change.


Organizations are dealing with communication challenges that are accelerating in today’s demanding world.

If you have ever had to manage, influence, guide, or participate in or with groups of various people inside or outside your organization, you know how severe communication issues can be.

These issues can only be solved by communications focused on results while all participating can be moving towards results in synchronization. The shift from messages only to include pertinent data tracked to results is the best way to find the straightest line to desired outcomes….” continue at … https://www.linkedin.com/posts/jimsinur_results-oriented-communications-are-now-emerging-activity-6820707535306276864-cYXQ


Do you want to embrace advanced Customer Centric thinking and become Outside-In?

How You Can become ‘Outside-In’… https://bit.ly/WhyOutsideIn

Start here and follow these simple steps:

Step #1 – Get The Book: Outside-In The Secret *FREE* https://bit.ly/OI2021now

Step #2 – Get the Software (FREE):

Parallel | http://bit.ly/Parallel2021

Step #3 – Connect With The Community:

https://linktr.ee/SteveTowers

Step #4 – Keep Pace with Change:

Recent Interview | http://bit.ly/STInnovation

Step #5 – New Article – Customer Obsession:

LinkedIn (3 minute read) | https://lnkd.in/dHeCJhN

And for now, review this:

Your definition of Customer Experience is/may be wrong (3-minute video) http://bit.ly/CXDefined

Featured

5 Immediate Comprehensive Tools for You to Absolutely Become Outside-In

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When the Book Outside-In The Secret was written more than a decade ago few of us could have appreciated the profound impact it would have globally for so many organizations. It is with great pleasure I now share some of the key differentiators for people embracing the Outside-In view of the world with this 5-day mini-series ‘Outside-In Concepts Party’.

Companies like Amazon, Zappos, Emirates, BMW, Southwest Airlines, Gilead Sciences and Uber have redefined their industries. Find out how and make their success your own.

See the one-minute preview and get immediate access to the five-day mini-series ‘Outside-in Concepts Party’. You won’t regret it 👍

Cheers,

Five Sessions Reviewing the most practical tools for Outside-In success

PS. There are FIVE mini videos to show you how!


Do you want to embrace advanced Customer Centric thinking and become Outside-In?

How You Can become ‘Outside-In’… https://bit.ly/WhyOutsideIn

Start here and follow these simple steps:

Step #1 – Get The Book: Outside-In The Secret *FREE* https://bit.ly/OI2021now

Step #2 – Get the Software (FREE):

Parallel | http://bit.ly/Parallel2021

Step #3 – Connect With The Community:

https://linktr.ee/SteveTowers

Step #4 – Keep Pace with Change:

Recent Interview | http://bit.ly/STInnovation

Step #5 – New Article – Customer Obsession:

LinkedIn (3 minute read) | https://lnkd.in/dHeCJhN

And for now, review this:

Your definition of Customer Experience is/may be wrong (3-minute video) http://bit.ly/CXDefined

Featured

The Six Most Popular and Challenging Customer Experience Videos

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The YT channel features more than 500 videos that talk about business transformation, customer experience, and business process management. What are the topics that grab your attention? Here are the ones that are getting the greatest traction at the moment…

Customer Experience with Steve Jobshttps://youtu.be/EMdzBm3QUtI
Icebreaker with the CX Rockstar – James Dodkinshttps://youtu.be/CoR3SFV-f4E
Customer Obsession with Jeff Bezoshttps://youtu.be/Yr_vQgzAgDM
Desktop Transformation over 40 yearshttps://youtu.be/xzmTNNS9iEM
Business Process Management
An Overview
https://youtu.be/NO54KXxTp9I
Will Business Analysis Survive?https://youtu.be/lCgYeVszju8
You can access and subscribe for the latest features, case studies, interviews at
https://www.youtube.com/c/CustomerExperience101

Do you want to embrace advanced Customer Centric thinking and become Outside-In?

How You Can become ‘Outside-In’… https://bit.ly/WhyOutsideIn

Start here and follow these simple steps:

Step #1 – Get The Book: Outside-In The Secret *FREE* https://bit.ly/OI2021now

Step #2 – Get the Software (FREE):

Parallel | http://bit.ly/Parallel2021

Step #3 – Connect With The Community:

https://linktr.ee/SteveTowers

Step #4 – Keep Pace with Change:

Recent Interview | http://bit.ly/STInnovation

Step #5 – New Article – Customer Obsession:

LinkedIn (3 minute read) | https://lnkd.in/dHeCJhN

And for now, review this:

Your definition of Customer Experience is/may be wrong (3-minute video) http://bit.ly/CXDefined

Employee Liberation for Successful Customer Outcomes!

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I am happy to invite you to the #VIIICongresoDEC, a reference event in CX in which I will be participating as a keynote speaker.  

This year it is about Employee Experience and its relationship with Customer Experience. October 5th. Do not miss it! 
https://asociaciondec.org/eventos/congreso/congreso-2021/ 

Employee Engagement


It should stand to reason that great Customer Experiences are born with fantastic Employee Engagement. Why is this so often not the case? There are three attitudes that top teams can apply to help their people provide the ultimate experiences – both engineered and free-flowing.

It is perhaps simpler than most people think…

Successful Customer Outcomes

A concept not well understood comes from Apple’s playbook of crafting Successful Customer Outcomes. One of Steve Jobs most famous quotes highlighted a different starting point to craft truly successful customer outcomes. For many leaders, the stark contrast between Industrial Age thinking and Customer Age/’Outside-In’ practice provided a platform to liberate their employees from scripts, tasks, and outputs. The best of these examples shows us all a better way.

Simple truth often misunderstood – do you get it? Really?

Measurement Systems

How are you currently measuring success? Is it by the number of jobs done, tasks completed, and outputs achieved? If those things represent your major Key Performance Indicators, or the more fashionable Objectives and Key Results then you may need to think again.

Why so? Liberating employees from the shackles of these measures will produce better customer experiences, improved bottom lines, and enhanced shareholder value from the get-go. Creating Results-Oriented Communication (Jim Sinur) is a quantum leap from the industrial era praxis. We will review those next practices and layout a plan to deliver immediate and sustained results.

Here’s a piece on flawed measurement systems: https://www.cxobsession.com/2020/07/27/call-canters-fail/

Are you employees like caged birds?

So please join me on CX day 2021 in Spain and we will demonstrate a better way!
https://asociaciondec.org/eventos/congreso/congreso-2021/ 

Do you want to embrace advanced Customer Centric thinking and become Outside-In?

How You Can become ‘Outside-In’… https://bit.ly/WhyOutsideIn

Start here and follow these simple steps:

Step #1 – Get The Book: Outside-In The Secret *FREE* https://bit.ly/OI2021now

Step #2 – Get the Software (FREE):

Parallel | http://bit.ly/Parallel2021

Step #3 – Connect With The Community:

https://linktr.ee/SteveTowers

Step #4 – Keep Pace with Change:

Recent Interview | http://bit.ly/STInnovation

Step #5 – New Article – Customer Obsession:

LinkedIn (3 minute read) | https://lnkd.in/dHeCJhN

And for now, review this:

Your definition of Customer Experience is/may be wrong (3-minute video) http://bit.ly/CXDefined

Five insights from the Customer Experience icons we should all Act on.

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Do you want to embrace advanced Customer Centric thinking and become Outside-In?

How You Can become ‘Outside-In’… https://bit.ly/WhyOutsideIn

Start here and follow these simple steps:

Step #1 – Get The Book: Outside-In The Secret *FREE* https://bit.ly/OI2021now

Step #2 – Get the Software (FREE):

Parallel | http://bit.ly/Parallel2021

Step #3 – Connect With The Community:

https://linktr.ee/SteveTowers

Step #4 – Keep Pace with Change:

Recent Interview | http://bit.ly/STInnovation

Step #5 – New Article – Customer Obsession:

LinkedIn (3 minute read) | https://lnkd.in/dHeCJhN

And for now, review this:

Your definition of Customer Experience is/may be wrong (3-minute video) http://bit.ly/CXDefined

FIVE significant CX Challenges – “Effective Communication is An Enormous Problem ”(Pt. 5)

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Last week we reviewed the 4th of the five main CX Challenges -Metrics Are Just Not Good Enough (link). This week, in the final segment, we asked the question “Are CX Communicatons working well?”

The BP Groups 30th Annual Survey focused specifically on developing challenges facing the adoption of Customer Experience and Customer Centric practices.

The Five CX Challenges (and Next Practices)

This week we ask the question “Are Your CX Communications working well?”

Here is the Video from the recent webinar:

Summary of Customer Experience Metrics Are Just Not Good Enough


Additional Resources:

Join The Webinar and FULL Five Challenges (and Next Practices): https://cemnext.com/cx5registration

Review the LIVE Program that codifies the ‘Next Practices’: https://bit.ly/COIM21


Do you want to embrace advanced Customer Centric thinking and become Outside-In?

How You Can become ‘Outside-In’… https://bit.ly/WhyOutsideIn

Start here and follow these simple steps:

Step #1 – Get The Book: Outside-In The Secret *FREE* https://bit.ly/OI2021now

Step #2 – Get the Software (FREE):

Parallel | http://bit.ly/Parallel2021

Step #3 – Connect With The Community:

https://linktr.ee/SteveTowers

Step #4 – Keep Pace with Change:

Recent Interview | http://bit.ly/STInnovation

Step #5 – New Article – Customer Obsession:

LinkedIn (3 minute read) | https://lnkd.in/dHeCJhN

And for now, review this:

Your definition of Customer Experience is/may be wrong (3-minute video) http://bit.ly/CXDefined

FIVE significant CX Challenges – “Too Much Theory, not Enough Delivery”(Pt. 4)

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Last week we reviewed the third of the five main CX Challenges -Mindsets Are Getting In Way (link).

The BP Groups 30th Annual Survey focuses specifically on developing challenges facing the adoption of Customer Experience and Customer Centric practices.

We have now reviewed 3 of the 5 challenges, let’s see how industrial era metrics prevent a customer-centric evolution

The Five CX Challenges (and Next Practices)

This week we ask the question “Is Your CX Measurement system working well?”

Here is the 12 minute Video from the recent webinar:

Summary of Customer Experience Metrics Are Just Not Good Enough


Additional Resources:

Join The Webinar and FULL Five Challenges (and Next Practices): https://cemnext.com/cx5registration

Review the LIVE Program that codifies the ‘Next Practices’: https://bit.ly/COIM21

Next week we will review CX Challenge:
“Communication Is An Enormous Problem”


Do you want to embrace advanced Customer Centric thinking and become Outside-In?

How You Can become ‘Outside-In’… https://bit.ly/WhyOutsideIn

Start here and follow these simple steps:

Step #1 – Get The Book: Outside-In The Secret *FREE* https://bit.ly/OI2021now

Step #2 – Get the Software (FREE):

Parallel | http://bit.ly/Parallel2021

Step #3 – Connect With The Community:

https://linktr.ee/SteveTowers

Step #4 – Keep Pace with Change:

Recent Interview | http://bit.ly/STInnovation

Step #5 – New Article – Customer Obsession:

LinkedIn (3 minute read) | https://lnkd.in/dHeCJhN

And for now, review this:

Your definition of Customer Experience is/may be wrong (3-minute video) http://bit.ly/CXDefined

🏭 Industrial Era Outputs To Successful Outcomes – it’s Not Rocket Science! 🚀

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You may have seen the recent posts discussing the difference between inside-out (industrial era) and Outside-In (Customer Age) thinking and practice. At the heart of the difference is the contrast between Outputs and Outcomes.

In the Industrial Age Outputs were king in the form of cars made, factories built, pizzas delivered, and so on. It was simply good enough to improve efficiency and productivity to deliver success. Not so in the Customer Age where Outcomes delivered has become the thing.

It really has become a differentiator between those who are succeeding, despite the pandemic, and those who are struggling.

Since I wrote the book ‘Outside-In The Secret’ in 2010 I have had so many conversations at all levels in global companies describing the huge difference in this mindset of delivering successful business and customer outcomes in contrast to old industrial age outputs.

Unfortunately people who should know better are still confused. In this article we will:

  • Define the seismic difference between Outputs and Outcomes
  • Provide recent examples
  • Share useful resources

Let’s start with definitions:

An Output is what we produce, what we make.
Say a completed car.

A Business Outcome is a result of what we make. In the car example, it would be Revenue.

But wait, in the Customer Age there’s more…

A Customer Outcome is what we deliver for the Customer. For the new purchase, it could be Joy at buying the nice bright shiny new car.

The problem and the confusion.

Most businesses have inherited a legacy of measurement systems focused on outputs. So say for instance in a customer contact center we would have metrics like calls handled, abandoned calls, average handle times, first-time response, customer satisfaction stats, net promoter scores, and so on. But these are all output measures.

Another example might be in the Program Management Office where measures may include things like the number of projects underway, the progress against budgets, and achievement of the deliverables.

Outputs should be explicitly connected to Business and Successful Customer Outcomes

Now here’s the rub. If you connect the achievement of these outputs with rewards systems you will potentially fail big time. And if in the contact center people aren’t caring about the outcomes (the results of the outputs) we might get really good at doing dumb things. In the Program Office if the deliverables aren’t aligned with Successful Customer Outcomes we may become really efficient at delivering the wrong things.

And another thing people familiar with outputs often argue the case that Outcomes are less quantifiable. Not so. Business Outcomes include things like Revenue, Cost Optimization, Service Delivery, Effective compliance, and so on. You can’t get any more quantifiable than that. Now with Successful Customer Outcomes, we may have a description of what that feels like – BMW’s ‘Joy’ for instance or Hallmark Cards ‘Expression’.

Connecting the Dots
Over the last two decades, a model has emerged that literally links Outputs to Outcomes. There is a hierarchy that connects Tasks to Activities to Outputs to Business Outcomes and ultimately Successful Customer Outcomes.

We will review that model and thinking in the next article.

For now look at your metrics. Are your measures of success outputs or outcomes?

Do you want to embrace advanced Customer Centric thinking and become Outside-In?

How You Can become ‘Outside-In’… https://bit.ly/WhyOutsideIn

Start here and follow these simple steps:

Step #1 – Get The Book: Outside-In The Secret *FREE* https://bit.ly/OI2021now

Step #2 – Get the Software (FREE):

Parallel | http://bit.ly/Parallel2021

Step #3 – Connect With The Community:

https://linktr.ee/SteveTowers

Step #4 – Keep Pace with Change:

Recent Interview | http://bit.ly/STInnovation

Step #5 – New Article – Customer Obsession:

LinkedIn (3 minute read) | https://lnkd.in/dHeCJhN

And for now, review this:

Your definition of Customer Experience is/may be wrong (3-minute video) http://bit.ly/CXDefined

FIVE significant CX Challenges – “Is Your organization fully attuned to YOUR customer?”(Part 3)

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Last week we reviewed the second of the five main CX Challenges – Customers Have Changed Forever (link).

The BP Groups 30th Annual Survey focuses specifically on developing challenges facing the adoption of Customer Experience and Customer Centric practices.

Over the next few weeks, we will review each of the main challenges and the emergent Next Practices to overcome.

The Five CX Challenges (and Next Practices)

This week we ask the question “Is Your organization fully attuned to YOUR customer?”

Here is the 12 minute Video from the recent webinar:

Summary of Customers have Changed Forever Challenge 1 of 5


Additional Resources:

Join The Webinar and FULL Five Challenges (and Next Practices): https://cemnext.com/cx5registration

Review the LIVE Program that codifies the ‘Next Practices’: https://bit.ly/COIM21

Next week we will review CX Challenge:
“There is Too Much Theory!”


Do you want to embrace advanced Customer Centric thinking and become Outside-In?

How You Can become ‘Outside-In’… https://bit.ly/WhyOutsideIn

Start here and follow these simple steps:

Step #1 – Get The Book: Outside-In The Secret *FREE* https://bit.ly/OI2021now

Step #2 – Get the Software (FREE):

Parallel | http://bit.ly/Parallel2021

Step #3 – Connect With The Community:

https://linktr.ee/SteveTowers

Step #4 – Keep Pace with Change:

Recent Interview | http://bit.ly/STInnovation

Step #5 – New Article – Customer Obsession:

LinkedIn (3 minute read) | https://lnkd.in/dHeCJhN

And for now, review this:

Your definition of Customer Experience is/may be wrong (3-minute video) http://bit.ly/CXDefined

Move up That Ladder with CX Excellence

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Join Us for the Next 4 days x 4-5 hours per day LIVE ACX Master class

Thank you Steve, very intense 4 days but amazing and already putting it into practice! 

Edwin De Lange, Manager: Customer Experience Design at Mercantile Bank, South Africa

I was struck with awe on the versatile yet practical experience that you shared. Thanks for the wonderful session this week

Engineering Business Systems at Qatar Petroleum, Qatar

Thank you Steve for the high quality & insightful training you delivered
Your innovative approach, critical thinking & up to date case studies facilitated this achievement

Muath Al-Azzam, Principal Services & Operations Specialist at Dubai Municipality, UAE

Thanks again for four great and inspiring days.

Christian Becker, Head of Offshore Platform Quality&EHS at Siemens AG, Germany

Do you want to embrace advanced Customer Centric thinking and become Outside-In?

How You Can become ‘Outside-In’… https://bit.ly/WhyOutsideIn

Start here and follow these simple steps:

Step #1 – Get The Book: Outside-In The Secret *FREE* https://bit.ly/OI2021now

Step #2 – Get the Software (FREE):

Parallel | http://bit.ly/Parallel2021

Step #3 – Connect With The Community:

https://linktr.ee/SteveTowers

Step #4 – Keep Pace with Change:

Recent Interview | http://bit.ly/STInnovation

Step #5 – New Article – Customer Obsession:

LinkedIn (3 minute read) | https://lnkd.in/dHeCJhN

And for now, review this:

Your definition of Customer Experience is/may be wrong (3-minute video) http://bit.ly/CXDefined

FIVE significant CX Challenges – “Does Your CX Measurement System Work Well?”(Part 2)

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The BP Groups 30th Annual Survey focuses specifically on developing challenges facing the adoption of Customer Experience and Customer Centric practices.

Last week we reviewed the first of the five main CX Challenges – Customers Have Changed Forever (link).

Over the next six weeks, we will review each of the main challenges and the emergent Next Practices to overcome.

The Five CX Challenges (and Next Practices)

This week we ask the question “Does Your CX Measurement System Work Well?”

Here is the 10 minute Video from the recent webinar:

Summary of Customers have Changed Forever Challenge 1 of 5


Additional Resources:

Join The Webinar and FULL Five Challenges (and Next Practices): https://cemnext.com/cx5registration

Review the LIVE Program that codifies the ‘Next Practices’: https://bit.ly/COIM21

Next week we will review CX Challenge:
Customers Have Changed Forever


Do you want to embrace advanced Customer Centric thinking and become Outside-In?

How You Can become ‘Outside-In’… https://bit.ly/WhyOutsideIn

Start here and follow these simple steps:

Step #1 – Get The Book: Outside-In The Secret *FREE* https://bit.ly/OI2021now

Step #2 – Get the Software (FREE):

Parallel | http://bit.ly/Parallel2021

Step #3 – Connect With The Community:

https://linktr.ee/SteveTowers

Step #4 – Keep Pace with Change:

Recent Interview | http://bit.ly/STInnovation

Step #5 – New Article – Customer Obsession:

LinkedIn (3 minute read) | https://lnkd.in/dHeCJhN

And for now, review this:

Your definition of Customer Experience is/may be wrong (3-minute video) http://bit.ly/CXDefined