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 [...]
When ambition outpaces capabilities, or why CX strategies fail
Customer Experience (CX) strategies are often created in the boardrooms of top management. Ambitions tend to be high, presentations convincing, and the target state inspiring. The problem [...]
Experience Debt as a Hidden Killer of Growth
Companies today can optimize almost everything — onboarding, handling time, number of contacts, and cost per interaction. Much worse, however, they calculate the cost of their own compromises. [...]
Price as the hidden architect of customer experience
Companies invest millions in mapping customer journeys, training frontline employees, and digital transformation. Yet they often overlook one of the most powerful factors shaping customer experience (CX – [...]
Who actually manages the customer experience
Today, hardly anyone in company leadership questions that Customer Experience (CX) has a direct impact on growth, retention, and profitability. The question has shifted elsewhere: not whether to [...]
A satisfied customer as the most effective acquisition strategy
Companies traditionally invest significant resources in acquiring new customers. Marketing budgets are growing, campaigns are being optimized, performance is measured to decimal points. Yet one of the most [...]
Why companies that listen to customers make better decisions
Companies today do not suffer from a lack of data. On the contrary – according to a study by IDC (International Data Corporation), the volume of globally generated [...]
