INSIGHTS Problem 6: The Empire Does Not Strike Back BRIEF Problem 6 – The Empire DoesNot Strike Back History is littered with stories of large incumbents who failed. We know since the mid ’90s that technology has the power to disrupt industries. We have seen...
INSIGHTS Problem 5: You Don’t Know Your Own Performance BRIEF Problem 5 – You Don’t KnowYour Own Performance Lack of rules for measuring and publishing NPS results causes problems. Big Business likes NPS. Dozens of listed companies go so far as to publish...
INSIGHTS Problem 4: Data Problems lead to Action Problems BRIEF Problem 4: Data Problems leadto Action Problems Lack of reliable real-time data makes action impossible. Strategic decision-making drives CX transformation. Leadership teams get the actual job done...
INSIGHTS Problem 3: Analytics Need a Reboot for the Modern Age BRIEF Problem 3: Analytics Need a Rebootfor the Modern Age We need radical change in how we collect and analyze CX data. The CEO turns to you. “These are beautiful analytics, Sam. Just one question. How...
INSIGHTS Problem 2: Despite What You Think, It’s a Data Problem BRIEF Problem 2: Despite What You Think,It’s a Data Problem We now know that a main reason for CX program failure is lack of useful data. As we said in the first article in this series Problem 1 –...
INSIGHTS Problem 1: Unrealized Potential; the Top-level Issue BRIEF Problem 1: Unrealized Potential;the Top-level Issue Most corporate CX strategies fail to deliver meaningful results. We know why. We have experience with over a thousand CX implementations. We have...
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