Unifying Customer Experiences

Unifying Customer Experiences

by | Jun 27, 2023 | Brand, Change, Communication, Customer Experience, Customer Journeys, Empathy, Employee, Leadership, Organization, Perceptions, Relationships, Strategy, Systems Thinking, Workplace

Unifying Customer Experiences – Bridging the Gap Between Marketing Branding and Service Delivery Introduction In the realm of customer experience, two critical aspects often vie for attention — marketing branding and service delivery. While they are...
Unifying Customer Experiences

Bridging the CX Perception Gap

by | Jun 5, 2023 | Brand, Change, Communication, Customer Experience, Customer Journeys, Empathy, Employee, Leadership, Organization, Perceptions, Relationships, Strategy, Systems Thinking, Workplace

Why Do Senior Leaders and Customers Differ in Assessing Customer Experience? Introduction: In today’s competitive business landscape, delivering a superior customer experience has become a top priority for organizations across industries. However, a perplexing...
Unifying Customer Experiences

Who is Responsible for Transformational Organizational Change?

by | May 19, 2023 | Brand, Change, Communication, Customer Experience, Customer Journeys, Empathy, Employee, Leadership, Organization, Relationships, Strategy, Systems Thinking, Workplace

In Customer Experience, we often hear about transformational change as one of the descriptors of those within the discipline and many CX professionals have fashioned and even subtitled themselves as organizational change agents. I often think about this since, as a CX...
Unifying Customer Experiences

Improving Contact-Center CX

by | Apr 3, 2023 | Brand, Communication, Contact Centers, Customer Experience, Customer Journeys, Empathy, Employee, Leadership, Organization, Relationships, Strategy, Systems Thinking, Workplace

You know you’re in for a lame and frustrating customer service experience when the recorded voice says to you, “Please listen carefully as many of our options have changed.” How often have you heard that phrase from the same business you happen to call many times...
Unifying Customer Experiences

Stop Building CX Departments and Build Influence Instead

by | Mar 10, 2023 | Brand, Communication, Customer Experience, Customer Journeys, Empathy, Employee, Leadership, Organization, Relationships, Strategy, Systems Thinking, Workplace

by HorizonCX Advisory Board member Jerry Seufert and HorizonCX Founder and Principal Karl Sharicz Over the years in many quarters, it has become an article of faith that to do ‘good CX’ a CX leader needs to build a permanent autonomous CX department complete with...

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