BrandStrategy

Too many casualties on the CX battlefield

Too many casualties on the CX battlefield

Why do so many CX initiatives fail to achieve competitive differentiation or quantifiable business benefits? My experience tells me that these casualties are due to a combination of poor strategy and bad execution, coupled with many execs still only paying lip service to CX.

Escaping the deserted Island of strategy

Escaping the deserted Island of strategy

Strategic talk alone doesn’t change the reality of the present. The best brand strategies are supported by a clear understanding of how they can be brought to life and become part of the DNA of an organisation – well before they start to communicate to their customers those new brand promises.