Dr. Durrell Ramrathan, Ph.D Dr. Durrell Ramrathan is for many an unsung hero carving a path for the rest of us to follow as he takes CX and Analytics to the next level. This recent keynote is exactly what |I am talking about, chokka block full of useful practical guidance…

Well, the Testimonials seem to say so… Find out more: https://bit.ly/GCCACXP Professional Qualification (or not?) First, having a professional qualification in customer experience demonstrates a commitment to the field. It gives an impression that you have invested your energy to learn the most current best practices and have the necessary capabilities and expertise…

Overview — Earlier this week, I released a short video about Customer Journey Management and its benefits for organizations, with examples from Amazon, Starbucks, Uber, Netflix, Apple, and the Financial Sector. (see the 4 minutes on YT: https://youtu.be/an5tNYXXzHo) Wow, what a response. I didn’t expect that. Many folks have tried and failed to deploy…

> Most successful CX companies do these things to lift their game > Steve Towers shares the winning strategies > Model your own strategy based on leading CX next practices This article is a build on terrific feedback from my recent piece ‘5 Critical Failures of 80% of Customer Experience…

[PRESSRELEASE] DENVER, COLORADO — August 31st, 2022 — BP Group, the leader and creator of the CEMMethod® in 2006, announced that Multichoice Group Executive Head of Customer Experience and Operations, Roland D. Naidoo, successfully completed all the requirements to qualify as an Accredited OKR Coach fully. For the full Press Release, go here OR click the button below. …

I wasn’t always an expert in Customer Experience and Outside-In In fact, when I became an Industrial Engineer I didn’t have the first clue about how to deliver Successful Customer Outcomes. I’m going to share a personal story with you about one of my early failures… It’s a little embarrassing to share, but…

I’m going to do a bit of “Q&A” today. First question… QUESTION: Why do so many organizations struggle to become truly customer centric? — ANSWER: They are using an out of date mindset. The thinking is borrowed from the industrial age when optimising production and throughput was the thing. That way of thinking is about production management, efficiency, effectiveness and elimination of waste. Does that feel familiar? Next question…

When Steve Jobs kicked off the Customer Experience (CX) movement in 1997 (video here), he crystallized the idea of understanding customer NEEDS before doing anything else. At the same time, another CX genius, Jeff Bezos, was three years into creating the most profitable company on the planet and precisely understood…