Stop practicing conventional customer experience management

Why is there a high failure rate of customer experience (CX) initiatives? And why do most CEOs not buy into CX? Because CX professionals and companies are not practicing real CX.

In this series, CX expert Sampson Lee explains why conventional CX isn't real CX - and outlines the five attributes that real CX should possess. 

Fake
Article
12th Mar 2018
2
Customer experience initiatives have a high failure rate. Is it because they are too focused on serving customers better, at the expense of...
Devil
Article
26th Mar 2018
2
Why is there a high failure rate of customer experience (CX) initiatives? Are they being hampered by a double standard related to brand...
Tree irresponsible CX
Article
13th Apr 2018
Are many CX professionals prone to the same impulsive judgements that assume all problems are service-related? Why is there a high failure...
Road customer journey map
Article
30th Apr 2018
2
Many CX professionals are now building sophisticated models of customer journey maps. However, sophisticated things are usually difficult...
Stop customer experience
Article
22nd May 2018
6
The positioning of CX has to be strategic, not functional, in order for it to be successful, says Sampson Lee. Why is there a high failure...