Author Archives: Gregory

Without trust, a business cannot grow. Without reputation a business cannot be trusted.

Only time will tell if these developments signal the beginning in a fundamental shift of power to the Social Consumer from “special” interest groups. Continue reading

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Algorithms vs People – Customer Experience Perspective

Algorithms do not perform better than people. However, they do consistently perform better than many people. Customers demand consistent experience every time. Continue reading

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Why is it so difficult to get funding for Customer Experience change?

If you are reading this post you are likely well aware of customer experience’s capacity to improve your company’s performance. You are also likely very frustrated with a lack of actual commitment from your boss. Oh, he is probably saying … Continue reading

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The Strategic Value of Customer Feedback

Ultimately, the quality of business outcome trumps what types of customer feedback or methodologies were used to produce it. Continue reading

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Where are Customer Experience Success Stories?

90% of executives say that customer experience is central to their strategies, and 80% want to use it as a form of differentiation. The problem is that 86% of these executives do not expect to see a significant uplift in business resulting from it. Continue reading

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