CX Articles

Gauge your current CX capability – people (adoption of a learning culture)

Education is the creation of capacity for productivity. People cannot be productive above their level of learning.  The staff in the enterprise is behaving according to their learning.  Learning is the means to growing and growing is the path to productivity. A pervasive transformation of the CX culture in the enterprise must be preceded by […]

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Gauge your current CX capability – people (fair pay structures)

It is widely touted that people happiness at work does not depend on money.  Or more precisely, “it does not depend on how much money people are earning.”  I think the point being made is that “money is not the only factor to people happiness at work.”  I agree.  This is because people have a […]

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Gauge your current CX capability – People (flexible working conditions)

In prior posts, we spoke about how people engagement is a good metric to gauge the current capability of people in your organisation to deliver an excellent customer experience (CX). In other words, the more engaged your people are, the more they will contribute toward a great CX.  What is people engagement?  Again, people engagement […]

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Gauge your current CX capability – people (Career development opportunities)

In the last post, we spoke about how employee or people engagement is a good metric to gauge the current capability of people in your organisation to deliver an excellent customer experience (CX).  In other words, the more engaged your people are, the more they will contribute toward a great CX.  What is people engagement?  […]

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Gauge your current CX capability – people (part two)

In the prior article, Gauge your current CX capability – people, we discussed how “employee engagement” is a good metric to gauge the current capability of the people in your organisation to deliver an excellent customer experience (CX).  The same article defines what employee engagement is. 6q.io an online source of information on ethical management; positive […]

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Gauge your current CX capability – people

In the article Gauge your current CX capability issued last week we taught that people, processes and technology are the three pillars of CX.  You need to gauge your current capability for CX excellence in each of these three pillars. This is because the only way to improve CX is to work on upgrades in these three pillars.  […]

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Gauge your current CX capability

In the last installment, we spoke of the need to decide your customer experience (CX) ambition.  This refers to the CX maturity level that you aspire for as an institution.  What do we mean by ‘maturity level?’  This refers to your capability to produce a desired customer experience for your customers. Deciding the CX capability […]

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Set your CX ambition

Nobody normally sets off on any journey without first deciding where they are going. The same is true for the customer experience (CX) transformation journey.  You have to decide your CX ambition.  In other words, what is the kind of experience that you want your customers to enjoy? We must first determine where we are […]

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Brand values

According to wikipedia.com, a brand is: ….an overall experience of a customer that distinguishes an organization or product from its rivals in the eyes of the customer. A brand communicates: What the company promises to the customer What the company is known for What makes the company different How the customer identifies the company We […]

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Raising leadership conviction

In the most recent post, we spoke about Gauging Leadership Conviction.  So how do you move forward if you discover that leadership conviction regarding the importance of customer experience is low? Well, the natural next step is executive customer experience education.  This is the supply of information that will assist corporate leaders to understand the importance of customer experience […]

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