Search Results

• Report Improving CX Through Business Discipline Drives Growth

  The Vision Report In The CX Transformation Playbook

  September 11, 2019 | Harley Manning, Rick Parrish

  As power shifts from businesses to customers, more firms respond by transforming their customer experience (CX) in an effort to retain or gain market share. That's a rational response because CX...

• Report Find Your Burning Platform To Catalyze Customer Experience Transformation

  Spark CX Urgency And Action With Relevant Messaging

  September 5, 2019 | Ryan Hart, Angelina Gennis

  Customer experience (CX) professionals put significant effort into developing and selling experience visions and strategies in their organizations. Often, however, their efforts fail to catalyze...

• Report The Adaptive Thinker: Flex Between Divergent And Convergent Thinking To Win

  August 15, 2019 | Joana de Quintanilha

  Every business runs on thinking, mostly in two modes: divergent and convergent. Yet individuals and organizations tend to favor one mode over the other when they shouldn't — or misapply them. This...

• Report Case Study: The CX Transformation That Revitalized HP's Printer Business

  How A New CX Implementation Process Led To Successful Product Launches And Millions In Savings

  July 12, 2019 | Angelina Gennis

  The Hewlett-Packard split resulted in HP Inc. (HP) owning the computer and printer business during a time when the printer market was becoming increasingly commoditized with pockets of decline. A...