Top 3 for High Value Customers’ Experience

Couple of days back, a friend of mine asked me about proven customer experience initiatives for high value customers. This is a question which I get asked a lot of times not only from friends working in other telecom service providers but often from my managers every now and then. In-fact CX and Customer Lifecycle…

Customer Experience Ambition Setting

Customer Experience ambition setting is as important for any Customer Experience program as the brand essence for any brand marketing campaign. Having the right CX ambition helps steer the organization to achieve its CX objectives. It helps bring the employees and stakeholders together under the umbrella of an overarching CX vision. A comprehensive process of…

Gap Analysis: The Backbone of CX Strategy

Once the objectives are clearly spelled out and members of top leadership pledge their hearts to the customer experience (CX) transformation program, the first thing to do is to indulge in a comprehensive gap analysis with all honesty and commitment. The gap analysis also referred to as as-is analysis is the foundation of any CX…

5 Key Ingredients of a Customer Experience Strategy

Once it is clear that your company needs to focus on Customer Experience (CX), there are 5 key ingredients that need to be acquired before starting to build the CX strategy. Spending time, effort, and political capital on acquisition of these 5 key ingredients will help keep the CX program on track. 1.       A Clear…