Customer Bliss

FEBRUARY 17, 2015

Competency #3: Build a Customer Listening Path. Competency 3 unites your organization to build a “one company” listening system constantly refreshing with multiple sources of quantitative, qualitative, and experiential feedback to tell the story of your customers’ experience, guided by the customer journey framework.

Outlook 67

Outlook CX Customer Feedback Customer Experience 67

Customer Bliss

NOVEMBER 3, 2015

Your work will be successful when you take a stair-stepped approach to gaining leadership clarity and commitment to the CX competency framework. As you embed the five competencies, over time, what your company stands for will shift. Gaining leadership commitment to the five competency framework is your first milestone.

CX 83

CX Innovation 83

Customer Bliss

JUNE 2, 2016

So far, I’ve interviewed CCO leaders at St. What are the customer focus competency recipe cards and what are they based on? Today, I wanted to quickly talk about customer focus competency recipe cards, which are available on this site. How do you move from thinking about CCO work to actually executing on CCO work?

Actionable Insights 54

Actionable Insights Innovation Customer Experience CX 54