Why the majority of customer experience efforts will fail
The entire ethos of this blog is to take a questioning look at the Customer field. On that basis, I confidently predict that the majority of customer experience efforts will follow the CRM cycle and...
View ArticleHow to deal with the ROI obstacles to Customer Experience innovation
Innovation, flops and experimentation To understand how ROI prevents innovation from flowering you need to understand innovation. When we try something new and it bears commercial fruit (that is to...
View ArticleDCX/CRM: Avoiding Failure (3)
This is the third of a series of ‘conversations’ centered on avoiding failure when it comes to Digital Customer Experience and/or CRM. The first ‘conversation’ dealt with...
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