As a student of business model innovation, I recently completed Clayton Christensen’s The Innovators Dilemma and The Innovators Solution. For you audio book types like me, the unabridged version is available at Audible.
Simply stated, these books are reality-changing. They are written with the technology company in mind, but apply to any and all businesses.
Here is a link to a lengthy PowerPoint on The Innovator’s Solution.
While much has been written about the importance of customer experience, there has been little practical advice about how you actually set up an initiative from the ground up. “The Customer Experience Field Guide” is a step-by-step practical guide to set up or overhaul a CX initiative.
On March 25th, join Daren Autry, Head of Commercial Operations at Bakkt, and Darryl Addington, Dir. of Portfolio Marketing at Five9, to learn how Bakkt, a leading provider in digital assets, leverages Five9 Workforce Optimization (WFO) to enhance remote agent satisfaction and deliver consistent, superior customer support from anywhere.
CustomerThink’s research finds just 19% of CX initiatives can show tangible benefits. Due to the COVID-19 crisis, the ROI issue is now front and center with CX leaders. Learn the best ways to prove the business value of CX, including ROI advice in customer feedback, customer service, and CX infrastructure.
Combining his own professional experiences working as a CEO with his extensive research and expertise as an international authority on customer relationships, author Bob Thompson reveals the five routine organizational habits of successful customer-centric businesses: Listen, Think, Empower, Create, and Delight.