Jul 6, 2021What is Client Experience Program Management CXM/CEM?What is Client Experience Program Management CXM/CEM? What is Client Experience Program Management or CXM/CEM? You’re likely hearing this term a lot more frequently these days. This article will help you understand what it is and why it’s important for your firm to begin embracing it. (We use the terms customer and client interchangeably in this article.) …Cx15 min readCx15 min read
Jul 2, 2021We 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 negatively impact NPS scores. This mindset is a blind race to middle — something your firm shouldn’t want to win. When firms submit to this mindset, they’re leaving extraordinary…Cx12 min readCx12 min read
Nov 27, 2020Seven 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 week, we grouped the database by political obstructions and found the results too interesting not to share. So here goes… First, it’s surprising to us the…Politics13 min readPolitics13 min read
Oct 16, 2020How Will A Customer Experience Specialist Benefit Your Company?This article originally appeared on cxpilots.com Last month, I, as a Customer Experience specialist, had a rude wake up call from a home renovation project specialist. This past month I began renovating my basement. It’s big, it’s old, it’s trapped in the ’70s. Long story short, I thought through my…Customer Experience14 min readCustomer Experience14 min read
Apr 14, 2020Three 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 hard work of managing their firm’s CX efforts, trying to move services and support and customer satisfaction projects forward, seem to be looking at CX way too narrowly. …Cx6 min readCx6 min read
Mar 2, 2020Caution: 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 Your Firm’s Journey Mapping Outcome-Oriented?” goes into detail about how to address poor or underperforming B2B Journey Mapping. Late last year at a conference about…Cx6 min readCx6 min read
Mar 2, 2020Is 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 Different. Proceed Accordingly.” Client Journey Mapping is commonly done with a lack of concrete and actionable foresight about what the firm wants to gain from the…Journey Maps8 min readJourney Maps8 min read
Jan 6, 2020Investing 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 article is for you. Over the past few months, I’ve been working with a few new clients who are looking to focus on their customer service experience, and…Customer Experience3 min readCustomer Experience3 min read
Dec 30, 2019The 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 employee journey and simply running design-thinking sprints with CX, marketing and sales teams. This is the abridged story of how we uncovered $8 million in combined cost savings and new…Customer Experience6 min readCustomer Experience6 min read
Dec 17, 2019Counterintuitive 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 employee engagement rate, stabilized its proposal/win rate and created an employment brand that has virtually eliminated its recruitment challenges, all by implementing a strategic client experience (CX) management program. If…Customer Experience12 min readCustomer Experience12 min read
