HBR

Your Strategy and a Customer’s [Business] Journey

When crafting corporate strategy, make sure to account for shifting customer [business] journeys.

7 Key Elements to Accelerate Change

Instituting cultural change across an organization is tough work. When faced with this challenge, remember the words of systems scientist and author Peter Senge, “people don’t resist change; they resist being changed.” Or consider Samuel Rodenhizer’s description (italics mine). “The

Building Financial Strength through CX

Companies with high customer experience (CX) capabilities are financially stronger because of those CX capabilities. (Recall a previous post, which asserted that recessions affect the CX based on both corporate strength and existing CX capabilities.) For reference, here is link

The Similarities between Climate Change and Customer Experience

The “reasons” for ignoring climate change as outlined by Art Markman in his article titled “Why People Aren’t Motivated to Address Climate Change” seem quite similar to why customer experience work is so challenging. Why is this? A trade-off between

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