Sampson Lee founded the world's first CX certification program and invented PIG Strategy. You can now download his innovative CX book PIG Strategy: Make Customer Centricity Obsolete and Start a Resource Revolution for FREE
Let’s face the realities: 1. CEOs scarcely spare enough attention for CX initiatives. 2. CX budgets won’t be adequate as companies’ resources are limited. 3.…
When Conventional CX can discern nothing but ‘service’ in brand promises, pleasure peaks and pain points, every CX issue looks like a ‘service’ issue;...
In my opinion, if the following three CX issues are addressed, customer experience jobs will be saved and CX initiatives will get funded: 1. Misunderstanding…
In my opinion, there are three long-held beliefs in the customer experience (CX) world which adversely affect the dreams and careers of CX professionals: 1.…
In my previous article, Ryanair: Achieve Customer Success with One-ply Toilet Paper, I stated the three limitations of customer-centricity and promised to provide a...
Here are my four predictions for Customer Experience in 2019. Prediction #1: The fever of effortless experience will reach new heights Ignited by the rise...
Blue Ocean is about using value innovation to reach new and untapped market. It sounds exciting, especially in today’s highly competitive environment and many...