Why B2B Experience Can’t Be Measured Like B2C
At customer experience conferences over the past few years, the same strange scene keeps playing out. Managers at large B2B firms complain that their CX (customer experience) scores [...]
What is the customer journey in B2B and why does it differ from B2C
I’ll start provocatively: most customer journey maps (customer journey maps) that hang on walls in B2B companies today are useless. Not because they are poorly made. But because [...]
The CX metric your team already owns but never actually uses
In every meeting where the customer experience budget gets decided, the same uneven contest plays out. The CX manager walks in with an NPS (Net Promoter Score, a [...]
Why CX Programmes Die After Year One
Launching a CX (Customer Experience) programme is usually quite an occasion. There's a leadership presentation, a new team, sometimes even an internal press release. The Chief Experience Officer [...]
What’s left for people when AI takes over routine queries?
If customer support followed the Pareto principle, it would look something like this: roughly 80% of queries are variations on 20% of topics. Where is my parcel? How [...]
The same store will not guarantee you the same purchase.
Imagine visiting two branches of the same retail chain on the same Tuesday afternoon. The same logo above the entrance. The same assortment. The same price tags. The [...]
How to link CX metrics with the company’s financial performance
In most companies today, it is not a problem to obtain NPS (Net Promoter Score), CSAT (Customer Satisfaction Score), or CES (Customer Effort Score). The problem arises one [...]
