John Abraham

CX strategies designed to maximize customer value have led to significant spending on digital transformation initiatives over the last 20 years. While digitization has revolutionized the way customers interact with businesses, improving ease and reducing operating costs, digital interactions aren’t a panacea for CX challenges. It’s important to strike the

CX strategies designed to maximize customer value have led to significant spending on digital transformation initiatives over the last 20 years. While digitization has revolutionized the way customers interact with businesses, improving ease and reducing operating costs, digital interactions aren’t a panacea for CX challenges. It’s important to strike the

This article was originally featured by Arizona State University’s Center for Service Leadership on October 2nd, 2015. Several years ago, I met a successful customer service director from a retail bank. She had led the charge to bring customer experience thinking into the bank’s branch operations and call centers, defining how the

This article was originally featured by Arizona State University’s Center for Service Leadership on October 2nd, 2015. Several years ago, I met a successful customer service director from a retail bank. She had led the charge to bring customer experience thinking into the bank’s branch operations and call centers, defining how the

It’s that time of the year. Goal setting is in the air as companies prepare for year-end budgets and planning, and executives are asking: “What should we aspire to achieve in the next 12 months?”

It’s that time of the year. Goal setting is in the air as companies prepare for year-end budgets and planning, and executives are asking: “What should we aspire to achieve in the next 12 months?”

Focus on the store, not the score. It’s a mantra that we often encourage organizations to embrace — both as they operationalize their CEM program and seek employee adoption. And while it’s a great way to rally a company and formulate incentives, the score still matters. A lot. Without a

Focus on the store, not the score. It’s a mantra that we often encourage organizations to embrace — both as they operationalize their CEM program and seek employee adoption. And while it’s a great way to rally a company and formulate incentives, the score still matters. A lot. Without a

Customer journey mapping is a concept that has received a lot of attention lately in the customer experience world. But it is not new. Companies and consultants have been white-boarding and power-pointing customer journeys for many years. What surprises me is how little time most companies put into creating a

Customer journey mapping is a concept that has received a lot of attention lately in the customer experience world. But it is not new. Companies and consultants have been white-boarding and power-pointing customer journeys for many years. What surprises me is how little time most companies put into creating a

Data tells us a lot about where the challenges and opportunities are and where to focus our attention as leaders. But when it comes to customer experience, the most impressive transformation stories go a step beyond great data and analytics. Companies that make big leaps in their customer experience performance

Data tells us a lot about where the challenges and opportunities are and where to focus our attention as leaders. But when it comes to customer experience, the most impressive transformation stories go a step beyond great data and analytics. Companies that make big leaps in their customer experience performance