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...