CX Articles

Gauging Leadership Conviction

We have been arguing in prior weekly installments that leadership conviction regarding the importance of the customer experience is vital.  So vital that we have recommended not attempting any customer experience transformation intervention before leadership conviction is set in favour of customer experience. The question is “How do we measure leadership conviction?” We have discouraged […]

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Leadership conviction

In the article on Leadership posted last week, we said: ….one of the key responsibilities of anyone charged with customer experience transformation is to gauge the customer experience convictions of leaders. This is an important starting point before attempting any customer experience interventions.  We have shared already that this is because organisational change is based […]

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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 […]

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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 […]

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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 […]

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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 […]

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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 […]

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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 […]

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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 […]

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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 […]

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