Mohamed Latib

5 Common Sense Principles Underpinning Customer Experience Excellence

Prioritizing Customer Experience (CX) is often not enough. The decision to deliver industry-leading CX is a great moment, but it is also a humbling one. We might even know the biggest issues in our process that antagonize our customers, but when pressed we still...

Five AI-Driven Customer Experience Solutions: A survey of the market

A lot of customer experience pundits are talking about AI. They say it is ushering in a new age, a Customer Experience 3.0. OK. As a notorious heckler, I thought I would have my team research the market, as it stands, in the closing weeks…

One thing that all successful employee engagement strategies accomplish

It is all too easy to let best practices spill out into something like a features list on the side of a Windows 95 box. (If you don’t know what I mean, then please watch this short parody, Microsoft Re-designs iPod Packaging for a...

Four of the Most Successful Employee Engagement Strategies Also Drive Customer Experience

There are hundreds of best practices for employee engagement, and all of them are being practiced by firms across this good, green Earth: at some growing businesses, at some failing businesses too. My question is, “How do we know which best practices will most...

You want talent, but can you manage it?

Can you think of a business that wants untalented workers? And yet, how many businesses have figured out how to reward ambitious tendencies with real opportunity and career growth? The difference is staggering. According to a recent Gallup poll, 32% of all quitters leave...

Top-Rated in Employee Engagement and Customer Satisfaction: How does Quicken Loans do it?

There is an incredible amount of data corroborating the deep relatedness between customer satisfaction and employee satisfaction. Some of this work focuses specifically on customer-facing employees proving, as reported in Journal of Applied Psychology, that this relationship is indeed reciprocal. Increasing employee satisfaction leads...

The Most Inspirational Employee Value Proposition on the Planet, Dissected

It is easy to find the definition of Employee Value Proposition (EVP), but it is much more difficult to create one that actually inspires employees. For this reason, strong EVPs are significant differentiators in every market my team has analyzed. Organizations with a strong...

Employee Engagement Requires an Authentic Contract with Leadership: Two standout cases in Energy and...

Employees want to feel a sense of commitment to their work. And in return for that sense of real, authentic meaning, they will be willing to give more of themselves, aspire to higher productivity, spiraling innovation, and off-the-charts customer satisfaction. Of these three rewards,...

What Can Customer Experience Take from Holacracy and other Self-Organizing Business Models?

Self-organizing models of governance, like holacracy, are comprehensive approaches to structuring and running businesses. They replace the top-down hegemonic system most enterprises still use, replacing the traditional schema with a new way of distributing real authority that instills adaptiveness and employee engagement in the...

Break Silos with This Secret Customer Experience Weapon: Cascading Collaboration

People live in their own functional domains. They have their responsibilities, their metrics, and they can become defenders of their domains. Though from the best intentions, internal competition ultimately creates the reactionary boundaries that we have come to call silos, which harm an organization...

Bad News for CEOs: You can’t compete your way to superior customer experience 😖

For a Customer Experience (CX) initiative to succeed, it needs broad support across the organization, and it needs deep, gut-level support within the C-Suite. CX is not like a sales methodology, or a new technology. CX is not a tool; it is a creed,...

How To Measure CX Profit Contribution

Part of the Series: Financial Measurement is Critical for the Future of CX The CX community faces a paradoxical intersection. The practice is receiving increasing attention as a strategic differentiator, and at the same time, CX practitioners are finding it difficult to convince the C-suite...

Customer Experience Is Either Everybody’s Business, or Nobody’s Business

Until maybe 20 years ago, people were fine with businesses that were in it for efficiency and strategy. Andrew Carnegie didn’t need to worry about maintaining above-average customer satisfaction. He just had to deliver at the right price. He was building a fortune and...

A Prerequisite for Customer Centricity and Transformative Growth

As soon as an organization wants to embrace a change initiative like customer experience, it runs smack-dab into tradition, and the problem of actually executing the very changes it wants to execute. This is one of the largest reasons why change initiatives fail 70%...

Are small businesses missing out on Customer Experience as a way to grow?

Do you know how much small and medium-size businesses (SMEs) contribute to total GDP growth? This segment, comprised of your friends, moms, dads, and others is an enormous contributor to the general welfare of our communities. Companies with fewer than 500 employees: Employ 48% of…

Testing CX Initiatives for Financial Benefits: Measurement Models for your Business Case

Widely used Customer Experience measures provide soft associations with benefits instead of hard numbers on financial investment results. Part of the series: Financial Measurement is Critical for the future of CX All Customer Experience gurus state that a connection of CX initiatives to the company…

Customer Experience will be a Fad without a Better Business Case

Widely used Customer Experience measures provide soft associations with benefits instead of hard numbers on financial investment results. Part of the Series: Financial Measurement is Critical for the Future of CX Over the last fifteen years, many corporations have embraced the goal of creating a…

Which is more integral to success: Digitization or customer experience?

In an era when disruptors like Uber, Netflix, and Amazon are reimagining markets and eroding the boundaries between markets, incumbents know they need to change. The problem most are confronting is how to begin, where, and how much? One answer to this question is digitization....

Customer Experience Design and Human Senses

With the increasing focus on customer experience as a competitive differentiator, many companies ae adopting or considering important facets of the Voice of the Customer (VOC) or Customer Experience Management (CEM) discipline in their design aspirations. Building journey maps, developing personas, crafting measurement and...

The Paradoxes of Customer Experience (CX)

The chorus of voices about customer experience (CX) is loud and clear. The assumption, validated in many instances, is that if a company stages positive experiences the business will thrive. This is, many claim, the new normal. Well, is it? If you are already...

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