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Steven Keith
Member Since: 17th May 2019
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Steven Keith
Founder CX Pilots
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16th Feb 2021
Seven staff personas that obstruct CX transformation - and how to deal with them
It may sound strange, but we keep a database of obstructive entities in our CX transformation practice. As we were looking through it...
Engagement
1st Oct 2019
The CX thought experiment that CEOs must conduct
These are heavy times. We can feel a deep anxiety about the future seeping into every aspect of business. For a while, talk and escapism...
Engagement
11th Jun 2019
How to tell if your CX transformation project is phony
To know if you’re embarking on a real, full-scale CX transformation or merely a CX hologram that will vanish when you look away, ask...
Engagement
20th May 2019
How to identify the cultural red flags that will sabotage your CX programme
Is your organisation's culture ready to embrace a customer experience programme? And what are the red flags that could prevent successful...
Engagement
