Mohamed Latib

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...

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....

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...

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...

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...

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...

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...

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...

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...

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...

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...

Building a Lifetime Customer Value Economy

How often have you heard that satisfied or engaged employees have a positive impact on customer experiences? There is vast support for...

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