Great article Jeannie, making a number of salient points in terms of how CX is viewed and yet how simple a successful formula could / should be able to applied. I think it also explains therefore quite simply why CX is so difficult or often fails. In many organisations, Organisational Goals and Leadership Goals are way more difficult to understand than they ought to be, often even crashing into one another and changing too frequently for perceived short term benefit.
(Organisational Goals x ?) + (Leadership Goals x ?) = Specific Outcomes??
Excellent article, thank you. I'd make the point that passion and commitment are equally important in driving change (even if this does come across as a little evangelical at times!), as you say this must align with Corporate goals however to succeed. For me sound bites and cliches on social media do more harm than to the CX profession.
My answers
Couldn’t agree more Peter. Organisation’s still treating digital as a quick fix without a compelling overall customer strategy.
Great concise summary / adaptation of 7 habits - love the Joy video - thank you!!
Great article Jeannie, making a number of salient points in terms of how CX is viewed and yet how simple a successful formula could / should be able to applied. I think it also explains therefore quite simply why CX is so difficult or often fails. In many organisations, Organisational Goals and Leadership Goals are way more difficult to understand than they ought to be, often even crashing into one another and changing too frequently for perceived short term benefit.
(Organisational Goals x ?) + (Leadership Goals x ?) = Specific Outcomes??
Excellent article, thank you. I'd make the point that passion and commitment are equally important in driving change (even if this does come across as a little evangelical at times!), as you say this must align with Corporate goals however to succeed. For me sound bites and cliches on social media do more harm than to the CX profession.