Steven KeithWhat is Client Experience Program Management CXM/CEM?What is Client Experience Program Management CXM/CEM?Jul 6, 2021Jul 6, 2021
Steven KeithWe need to talk about CX outcomes, not just feedbackOne of the biggest misconceptions is that CX in Professional Services is about collecting client feedback and tweaking the things that…Jul 2, 2021Jul 2, 2021
Steven KeithSeven Political Personas Obstructing CX and How to Deal with ThemIt may sound strange, but we keep a database of obstructive entities in our CX transformation practice. As we were looking through it last…Nov 27, 2020Nov 27, 2020
Steven KeithHow Will A Customer Experience Specialist Benefit Your Company?This article originally appeared on cxpilots.comOct 16, 2020Oct 16, 2020
Steven KeithThree Common Mindset Mistakes In (CX) and How to Zen Yourself Out of ThemOver the past year across a dozen CX management program engagements, we’ve noticed a troubling mindset trend. People who are doing the…Apr 14, 2020Apr 14, 2020
Steven KeithCaution: B2B Journey Mapping Is Different, Proceed AccordinglyThis is Part One of a two-part series on B2B Journey Mapping. This post discusses the diagnosis of poor B2B Journey Mapping. Part Two “Is…Mar 2, 2020Mar 2, 2020
Steven KeithIs Your Firm’s B2B Customer Journey Mapping Outcome-Oriented?This is Part Two of a two-part series on B2B Journey Mapping. We recommend you read Part One first. “Caution: B2B Journey Mapping is…Mar 2, 20201Mar 2, 20201
Steven KeithInvesting in Customer Experience: How to Get Execs On BoardIf you’re responsible for deriving more value from your customer or client experience (CX) initiative, or you oversee those who are, this…Jan 6, 2020Jan 6, 2020
Steven KeithThe CX / Content Strategy Diagram with a 900% ROITLDR: We consistently find millions of dollars in latent marketing opportunity and cost-savings by wrapping it around the customer and…Dec 30, 2019Dec 30, 2019
Steven KeithCounterintuitive Realities of CX in the A/E/C SpaceTLDR: An AE firm captured $8.5 million in trapped client revenue, lowered it’s cost of client acquisition, dramatically improved its…Dec 17, 2019Dec 17, 2019
