“What level of customer experience do you believe your organization is performing at?” is a question I often ask when I first meet a client. The answers are almost always a variant of: 1) We are great 2) We are awful On rare occasions, they might even have some metrics to support their opinion. These clients…
A very popular engagement is for organizations to ask for a competitive analysis of their customer experience technology. The first step is to review both their 3-year CX strategy and technology roadmap. If they cannot immediately produce these, it’s an early indicator that they won’t score well. After delivering recommendations…