Michael Allenson

Customer Journey Mapping – Time to Choose the Movie instead of the Book

On YouTube the top ten videos regarding the incident with Dr. David Dao on United have been viewed about 10 million times collectively. If...

The Biggest Reason that Journey Mapping Efforts Fall Short of Expectations

There are many articles from experts in the field of Journey mapping that tout the 5 things that go wrong in journey mapping or...

How Does Your CX Look in the Rearview Mirror?

A few weeks ago, I transitioned my pay TV and Internet services to a new provider and I canceled my landline telephone once and...

Do Your Company’s Owners Care about the Customer Experience?

For many years, Jim Sinegal, the Founder and then CEO of Costco was pressured by investors regarding the wages and benefits paid to its...

Arguing About NPS is a Waste of Time

Last week I responded to an article that was titled NPS is Dead. There are a few topics in Customer Experience that get people...

Closing the Forgotten Loop

As customer experience professionals, we often worry about response rates. At the heart of the question of response rate is whether customers want to...

Does Your CX Management Program have an Expiration Date?

What do you expect will have to change in your CX program a year from now? In your company in the next year, the following...

My epistle to Uber

In the wake of the shooting spree of Uber driver in Michigan, there have been a whole lot of discussions about how Uber customers...

Is your CX program Efficient? CXEvolution: An Infographic

Click here to see the CXEvolution Infographic Last week I had some business travel that took me to Europe and I learned how small the...

Is Your CX Program Engineered for Failure? CXEvolution

In the past several years I have purchased several Toyota vehicles, each time from the same dealership. I have serviced my vehicles as prescribed...

Is the Latest Trend in Restaurants a Trip to CX Mediocrity?

A number of restaurants in New York City have started shifting the model for paying their wait staff by eliminating tipping of its servers,...

The Big CX Miss That Is Killing Brick and Mortar Retailers

On Cyber Monday, most estimates are that over 120 million purchases were made online. And according to ComScore, about 15 percent of all holiday...

Time for a More Strategic Approach to CX Management

More than ever, CX is the province of the CEO – but what does that mean for CX leaders? According to Gartner, 89% of companies...

Stop Falling Prey to Fad Diets When It Comes to Your CX Outcome Metrics

The end of the calendar year is around the corner.  One thing you can always count on at the end of the year is...

Journey Mapping – Lather, Rinse Repeat

Many companies treat Customer Journey Mapping (CJM) as a major undertaking, and for good reason. For those who have never done CJM, a first-time...

Offshoring: A Failed Experiment in CX? Time To Do the Math

A friend of mine works for an offshore outsourcing company and recently said to me that he thought that offshoring of customer care/support was...

Get More out of Your Unstructured CX Feedback

Open-ended questions have long been a part of customer experience surveys. However, there is a massive amount of inconsistency in the way these kinds...

IT Consumerization of CX

Over the last five years or so, the increasing prevalence of personal technology devices has brought IT consumerization directly into contact with corporate IT...

Obsess with Customer Experience (CX) Benchmarks for the Right Reasons

Today, businesses of all types have an obsession with benchmarking. Whether the focus is NPS score rankings, JD Power awards, or another competitive CX...

TechnoUbiquity

“We strive to be...

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