CX Assumptions and CX Checklists

The Impact of Diversity on CX

by | Aug 7, 2023 | Communication, Customer Experience, Customer Journeys, DEI, Diversity, Empathy, Employee, Leadership, Organization, Perceptions, Relationships, Strategy, Systems Thinking, Workplace

Diversity, equity, and inclusion (DEI) is a concept that has been given a lot of attention in recent years and now appears to be the target of assaults in certain areas of the country as being a trendy ideology. Let’s unpack the concept of diversity and explain how...
CX Assumptions and CX Checklists

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...
CX Assumptions and CX Checklists

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...
CX Assumptions and CX Checklists

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...

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