You Can’t AI Your Culture, Nor Should You Try - CX Journey™
Culture is not something you can automate. And yet more companies are falling into the trap of thinking technology can solve their culture problems.| CX Journey™
Culture is not something you can automate. And yet more companies are falling into the trap of thinking technology can solve their culture problems.| CX Journey™
Do you know all of the building blocks of a customer experience transformation strategy? I’ve mentioned the CX Perception Gap before, right? You might know it as Bain’s Delivery Gap, which states findings from their 2005 research: 80% of executives believe they deliver a superior experience, while only 8% of customers agree. What gives? I […]| CX Journey™
Culture determines how AI shows up in your customer experience - intelligent, intentional, and human, or disconnected and damaging.| CX Journey™
Your culture is more than just an internal asset; it’s a powerful competitive advantage that influences brand perception, employee retention, productivity, customer loyalty, and business performance.| CX Journey™
Fix the culture, fix the outcomes. What does it mean? How do you achieve it? Where do you begin? And why?| CX Journey™
So you've created a Culture Plan. How do you implement it? Who's involved? What are best practices for implementation?| CX Journey™
Fact: Your brand has connected customers. That shouldn’t be a surprise. These are customers who interact with your brand via your website, their mobile phones, your apps, their internet-connected appliances, social media, and more. Also fact: Connected customers have connected experiences. Sadly, these connected experiences disappoint – or don’t exist at all.| CX Journey™
