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Lessons learnt as a CX practitioner – misses & successes

Reflecting on 3.5 decades of working as a CX professional—with the benefit of rear view wisdom—it is important to share with my readers the lessons learnt, so that you may benefit and take the craft of CX management to the next level. Starting off in Xerox was a perfect learning ground on the basics of […]

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Cross-pollination of CX Delivery Skills Across Manufacturing and Services Organizations to Raise the Overall ‘Experience’ Bar for Consumers

Customer Experience creation in the manufacturing age was about product features (including aesthetics), reliability of performance, ease of availability, training of users, and good after-sales support (for query handling and ticket management). Characteristic of these organizations for building Customer Experience around the product was to have a strong R&D setup. They worked hard at understanding

Cross-pollination of CX Delivery Skills Across Manufacturing and Services Organizations to Raise the Overall ‘Experience’ Bar for Consumers Read More »

The new age CX Leadership – role expectation and skills needed for effectiveness.

Having been in the ‘ring’ and thick of action with several large consumer-facing organizations and then consulting with clients over the last few years for enhancing their Customer Experience (CX) capabilities, it has struck me that CX leadership’s role expectations, skill inventory needed, and measure of role effectiveness need much clarity within organizations. Only then

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Expenses on Customer Experience enhancement – Is it a cost or an Investment?

When a manufacturing organization looks at developing a product and further for enhancements of its features and functionalities – all expenses incurred for the same are viewed as investments and there is never a confusion around the same. Whether it is for R&D, competitive benchmarking studies, testing labs, etc. Indeed the ‘experience’ while using the

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Why an average / poor services to customers/citizens is more the norm than it should be?

Having spent over 34 years as a Service Head in leading organizations and watching the challenges that are faced by CX practitioners , it comes as a no surprise that customers  suffer  suboptimal /shoddy service from many companies that they buy their goods/services or from a government’s citizen services delivery point. It is also true

Why an average / poor services to customers/citizens is more the norm than it should be? Read More »

International Standards & Certification bodies –   Are they falling short in guidance and frameworks to support the Service Economy?

International Standard & Certification bodies have done well for the ‘industrial phase’ of the economy. They have laid down specifications to increase manufacturing process efficiencies, helped reduce waste, improved interoperability, and created certification frameworks. These actions allowed buyers to have confidence that the products they are buying conform to quality standards, providing them with assurance

International Standards & Certification bodies –   Are they falling short in guidance and frameworks to support the Service Economy? Read More »

Why Despite Technological Advancements, Gaps in Customer Support Experience Persist

In the ever-evolving landscape of customer support, advancements in technology have proliferated. From Robotic Process Automation (RPA) to AI-driven ChatBots, the arsenal of tools aimed at refining customer interaction has grown exponentially. These innovations promise seamless resolution of queries and better integration across multiple channels. Contact center technologies, too, have matured, offering cloud-based telephony and

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If CX is so important for a ‘brand’ …. Why has ‘Experience Management’ lagged in management teaching and practices?

I have often wondered why there are no specialized subjects or courses in management schools around Customer Experience Management – given the potential impact that a holistic understanding and expertise in this area can have on brand value, profitability, and the success of an organization or a public service delivery governance system. Management subjects get

If CX is so important for a ‘brand’ …. Why has ‘Experience Management’ lagged in management teaching and practices? Read More »

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