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Customer Experience First, Business Strategy Second

October 6, 2015 by Kerry Bodine

Customer Experience First, Business Strategy Second

Happy CX Day! On this important day, I want to discuss an important topic: strategy. In a recent post, I lamented how many companies today focus on business strategy first and customer experience strategy second. They decide what they’re going to do—and, as an afterthought, make decisions about how they’ll deliver their products and services. (Read More...)

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Which Comes First: Big Business Decisions OR Customer Experience?

August 17, 2015 by Kerry Bodine

Which Comes First: Big Business Decisions OR Customer Experience?

Over the past year, I’ve had several prospective clients get excited about improving their customer experience—and then postpone their CX initiatives because they first need to “prioritize defining the business requirements” or because they’re about to “embark on a major org change.” This approach always leaves me scratching my head. While these types of initiatives (Read More...)

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