We're excited to bring you the last of our 3 part series with CX consultant extraordinaire Jeff Sheehan to discuss the challenges around CX Prioritization, ROI, and Measurements. These three challenges were in the top 10 of our 2021 CX challenges report (which you can get below)

And we're continuing our offer of 10 free copies of Jeff's new book ' The Customer Experience Management Field Manual'! Just be one of the first 10 people to request a free copy from this podcast and we'll send it out to you. You can contact us at [email protected], send us a voicemail or drop us a line by clicking on Contact in our menu. .

In Part 3 of this series Jeff, Graham and focus on the science of measurement and how it helps organizations define priorities and maximize ROI and prioritize the right initiatives. 

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We are giving away Jeff Sheehan's new book to show our appreciation for all of our listeners during our three part series on CX prioritization, ROI, and measurements. Send us a message if you'd like a free copy!

In Part 2 of this series Jeff discusses the dangers of CX burnout, and the pitfalls of setting the CX ROI bar too high.

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We're excited to bring you the first of our 3 part series with CX consultant extraordinaire Jeff Sheehan to discuss the challenges around CX Prioritization, ROI, and Measurements. And we're celebrating this occasion by giving away 10 free copies of Jeff's new book ' The Customer Experience Management Field Manual'! Just be one of the first 10 people to request a free copy and we'll send it out to you. You can contact us at [email protected].

In Part 1 of this series Jeff shares his stories and experiences of how he's dealt with CX prioritization, and we explore some of the differences between how this is handled in Europe compared to the US.

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2021 is the year that understanding the employee experience has become a front and center concern for many organizations. In a post-Covid world it's more critical than ever for employers to understand what their unique group of employees need and how to prioritize a response.

- What are the biggest challenges to success in this area?

- Are some of those challenges similar to the ones businesses face as they seek to understand their customers?

- How are technological advances - for example in the area of voice analytics - setting up to hit employers hard and soon?

- How are some forward thinking businesses creating an employee focused culture?

- Will their creativity and dedication to their employees work for your business?

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Get a free CX book of your choice, shipped to you. Click here to leave us a voice message that either stumps or challenges Graham and if Robin uses yours Graham will buy you a CX book of your choice (he says as long as he can buy it on Amazon!). An other exciting opportunity to "Join the CX conversation"   

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"Ensure Deep Enough Customer Understanding" was prioritized in our top 2 CX Challenges survey results for the 2nd year in a row.

Hear the answers to these and many more questions

- What do we mean when we say Customer Understanding?

- Why is it important?

- What CX techniques represent that understanding?

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This is the 3rd year that Customer Results has conducted a global survey to identify and rank the priority of CX Challenges that we are facing. The report is packed with insights, quotes from the community and, this year, some action thought starter ideas related to the top 10 challenges.

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At the heart of every CX program is Measurement. You cannot improve what you do not measure and you cannot understand if you do not listen. Companies that do nothing else should measure and listen to their customers perceptions of what they are doing, use that to drive insights and act on it.  

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Whether in design of the experience, delivery of the experience or measurement of the experience no experience today happens without technology. Your Design, Delivery, Management and Measurement Tech Stack is a critical segment of your enterprise technology architecture.

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Experience Design is where you decide how your customer experience journey will actually work, when implemented by your Business Operating Model (BOM) and what changes you may need to make to your BOM in order to realize the experience you want and your customers need.

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 Your Business Operating Model (BOM) is crucial to delivering your experiences. Put simply your BOM comprises the channels your customers use to interact with you, the people, processes, technology and data that underpin your experiences, the partners you work with and the products and services that you offer.  

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