Phil Klaus

What is your Customer Experience Strategy? Are you a Vanguard, Transformer or Preserver?

Interview with Phil Klaus, the author of a new book “Measuring Customer Experience: How to Develop and Execute the Most profitable Customer Experience Strategies”. This interview concludes a series of CSL posts about Customer Experience Strategy by Phil Klaus: Demystifying The Black Box – How To...

What do you think, boss? How to gain board support for your Customer Experience...

According to our most recent research, CX Management, for better or worse, is firmly allocated in the firm’s marketing function. This association, however, triggers multiple challenges for CX managers, or, to be more precise, CMOs worldwide. The most prevalent challenge is the CEOs’ and...

The forgotten asset – the crucial role of the employee in delivering great Customer...

The employee, the forgotten asset? Forgotten is a day and age when the consumer calls the shots and consumer to consumer (C2C) interactions seemingly rule the business world (Klaus 2013a; 2013b)? Or, has the tide turned again, and managers do recognize that employee retention is...

Are all channels truly equal? How to design and manage a successful Multichannel Customer...

Over the next few weeks, I’ll be sharing insights from my research and consulting work in a series of posts, which will discuss critical aspects to delivering successful CX experience. You can read the first post, Demystifying The Black Box – How To Design, Manage,...

Demystifying The Black Box – How To Design, Manage, And Measure The Most Profitable...

CX blogs, consultants, programs, workshops, conferences, indexes, frameworks, awards, summits, metrics, NPS – CX is everywhere and widely considered the next competitive battleground. Managers, consultants, scholars, and even politicians seem to agree that the age of the customer has finally arrived and we are...

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