CX CliffsNote 4: The Most Common Reasons Customer Experience Programs Fail

Many CX projects start out as strategic initiatives but can often lose their impact on the organization over time.   Most CX programs ‘break’ due to (1) overemphasis on data analysis less on innovating on the back of the data. (2)…

CX CliffsNote 3: McKinsey - Cheaper, simpler, better for customers: Outsourcing without trade-offs

Interview by McKinsey and Vodafone Spain: Cheaper, simpler, better for customers: Outsourcing without trade-offs. Interview with Vodafone Spain’s Carmen López-Suevos Hernández. The interview discusses how Carmen López-Suevos Hernández…

CX CliffsNote 2: Big Banks Overtaking Mid-Size/Regional Banks by Investing in Technology

JD Power surveyed 75,000 retail banking customers and the results are worth reading. Big banks have significantly improved in overall customer satisfaction, while midsize banks have declined and Regional banks have plateaued. Satisfaction…

CX CliffsNote 1: Your Customers Are Less Satisfied Than You Think

Found this article interesting; the key points are below. Companies often emphasize refining points of interaction with their customers, such as improving phone call quality. But focusing on only those interactions can create a distorted…