Author: Be Customer Led
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The Metaverse is dead. Long live the Omniverse.
The metaverse is a meaningful space that will be more familiar to each of us in the coming years. What all of the media is forgetting though, and perhaps the players and brands getting into this space, is that the metaverse is just another avenue we, as customers, will jump in and out of when… Read more
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My Post Traumatic Growth
Last year, and to some extent, 2021, have been very stressful for so many. The pandemic has not only shaped us as individuals, but it will be a defining cornerstone for many generations as well. I think of my own family, with Generation Alpha aged children, or those born between 2010 and 2024, and how… Read more
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The ROI of CX – A CFOs View
A LinkedIn colleague, Alex Meade, recently posted about too many Customer Experience (CX) Influencers out there posting too much CX Theory. In the same post, he also said there are not enough CX Leaders posting practical advice to help others in CX be successful. Challenge accepted! Let’s talk about CX ROI, shall we? The topic… Read more
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Peak End Rule & Employee Experience
The Peak-End Rule can be a very powerful tool. I would encourage everyone to think about it in the context of the employee experience, not just the customer experience. There is so much companies can do to ensure employees are as connected during their tenure with the company as they are after they leave. I… Read more
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Do You Have A CX Strategy?
Do you have a CX Strategy for your team? A few months back I published the 6 Elements of Customer Experience Strategy, with some guidance on what is included in each. While folks found that valuable, I did receive a lot of questions around how to pull it all together into an actual strategy. Given… Read more
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Artificial Intelligence in CX
Artificial Intelligence (AI) in CX, or Customer Experience, is having an amazing impact on our day-to-date work. And the fun is just beginning. Some of this can get technical quickly (particularly the embedded links), and this is a little bit of a longer post than others. But it is important for us to think about… Read more
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Why Journey Maps Love Data
If you’re not applying data to your customer journey map, you’re limiting its effectiveness; you’re also limiting your team’s success. Read more
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Ten Steps to Service Recovery
Let’s face it, sooner or later your company will deliver a poor customer experience. It’s okay. It really is. Well, as long as it’s not the norm, right? Embracing this fact will help you sleep at night. So if the experience does fail somewhere along the customer journey, make sure you have the right tools… Read more
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First Principles Thinking in CX & EX
Many of you may be aware of ‘First Principles’ thinking, or “reasoning from first principles.” Elon Musk, Steve Jobs, and other innovators of our time, even dating back to Descartes in the 1600’s, practiced First Principles thinking regularly. If you have not heard of it as yet, here is a great primer from Farnam Street.… Read more
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We Have a Long Way to Go
We have a long way to go on experience management platforms. I am starting to see so many platforms touting themselves as both employee and customer experience solutions these days, and it’s a poor marketing trick you should not put much faith into, yet. Let me start by saying that the large experience management platforms… Read more
