February 11, 2016 How a CCO Thrives During CX Transformation The role of the Chief Customer Officer is to work with leaders to provide proof that they are committed to CX transformation and improving customers’ lives. You must move beyond the customer manifesto and hep them translate commitment into actions that employees will feel proud to follow. Read Full Post
February 9, 2016 Who is Accountable for the Moments that Matter? Are you be accountable for critical customer-facing contact points? At any time a customer comes into contact with your business, however remote, you have an opportunity to deliver, respond, build relationships, or rescue customers from distress. Read Full Post
February 4, 2016 Quickly Accept Accountability When Things Go Wrong The role of the CCO is to unite the organization in building a one-company version of their customer journey. This includes knowing what to do when things go wrong and accepting accountability to repair the emotional connection with your customer. Read Full Post
February 2, 2016 How To Gain Traction & Asset Growth: Stage CX Work Your company’s CX work will be successful when you take a stair-stepped approach to gaining leadership clarity and commitment to the framework. What you stand for as a company will shift over time as you embed the five competencies. Read Full Post
