CX Articles

Leadership

In the last installment, we said: If actions do not spring from a set of strongly held beliefs or principles, then the actions cannot be sustainable.  They will lack the impetus and drive for continuity because they are not based on any real conviction in the minds and hearts of leaders. Why?  This is because […]

Read More...

Values

Values are the bedrock of a successful and sustainable customer experience culture transformation. Values are your set of esteemed beliefs as an organisation. Whatever interventions and projects you will institute to improve or transform customer experience and service must be traceable to the set of beliefs espoused by your organisation. We start by establishing a […]

Read More...

Happy New Year

A happy and prosperous New Year from Service Buddy! It is a good time to press the reset button and set the trajectory of your customer experience profile.  As usual, we are here to educate, consult & facilitate great customer experiences with you. This year, we will consolidate our ideas into a weekly capsule to boost your energy for […]

Read More...

CX governance – organisational structure (CX Manager)

CX governance is about the direction and control of the transformation and growth of customer experience (CX) in the enterprise.  We have provided the CX governance framework and are walking through the seven responsibilities of CX governance. We have already documented a brief  of CX culture; CX strategy; the Evaluation of CX options & Approval of selected initiatives and Organisational […]

Read More...

CX governance – Organisational structure (CXTP-SC)

CX governance is about the direction and control of the transformation and growth of customer experience (CX) in the enterprise.  We have provided the CX governance framework and are walking through the seven responsibilities of CX governance.  We have already documented a brief  of CX culture; CX strategy; the Evaluation of CX options & Approval of selected initiatives and Organisational […]

Read More...

CX governance – Organisational structure (CXTEC)

CX governance is about the direction and control of the transformation and growth of customer experience (CX) in the enterprise.  We have provided the CX governance framework and are walking through the seven responsibilities of CX governance.  We have already documented a brief  of CX culture; CX strategy and the Evaluation of CX options & Approval of selected […]

Read More...

CX governance – Evaluation of CX options & approval of selected initiatives

CX governance is about the direction and control of the transformation and growth of customer experience (CX) in the enterprise.  We have provided the CX governance framework and are walking through the seven responsibilities of CX governance.  We have already documented a brief  of CX culture and CX strategy.  Today, let’s talk about the Evaluation of CX options & approval of […]

Read More...

Development of CX strategy

We introduced the customer experience (CX) governance framework last week. Remember governance is about directing and controlling the enterprise.  So the role of a CX governance framework is to direct and control the transformation and growth of CX in the enterprise.  We identified 7 responsibilities in CX governance:  we want to go through them one by one.  Top of the list […]

Read More...

CX governance – corporate governance & CX governance

So, just to summarize, we reviewed the National code on corporate governance Zimbabwe (“the code”) and identified 7 board responsibilities for corporate governance.  These corporate governance responsibilities can be aligned to our already proferred customer experience (CX) governance responsibilities. Corporate governance is the broad discipline and CX governance is a specific area that we are concerned […]

Read More...

CX governance – framework (augmented)

The board of directors is the top controlling and governance organ of the company.  They are part of the corporate governance structure of the enterprise and have the principal accountability for its faithful discharge.  As such, the board should also be the organ responsible for CX governance. In an earlier installment, we drafted a framework […]

Read More...