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Introducing MapTrack.One: Adding accountability & predictability to the organisational approach to CX

When asking CX practitioners about their top challenges in running a successful CX program, here is what I usually get as an answer:

1. The path ahead for the program is not transparent – where are the pitfalls?
2. Our Continue reading →

The 10 best EX questions CX Leaders keep asking me

What is Customer Experience?

Who is responsible for Customer Experience?

Is Customer Experience too vague for you?

Listening to your customers is like growing up

Stop the slavery? How to help employees who complain about too much work.

It is crazy: Your desk is loaded with work and your work list in the office is getting longer and longer? Have tasks been sneaking onto that list for years? Unfortunately, work lists can be like attics and sheds—things get in there and they tend to stay. Bring the concept of spring cleaning to your work and see if you can clean out unnecessary tasks from your list (and your team’s) to save some time. Continue reading →

The balance leader, or Why Blowing a Fuse is so Yesterday

Organizations fighting for the best talent out there need to optimize all 4P of employee satisfaction simultaneously. Continue reading →

Introducing the Great People Index (GPI)

Why NPS is Useless in the Employee Space

You heard me explain before how you can’t achieve superior customer experience without focusing on employee experience as well.

But we have not yet looked at how to measure employee satisfaction in Continue reading →

The Darwinism of Customer Experience

Five Questions to Determine Which Phase of the Customer Experience (CX) Evolution You are in

Before companies and institutions start worrying about customer experience, they are in phase one of the CX Darwinist evolution – the phase of doing the Continue reading →