The New Digital Leader – CX Workout Webinar

Transcript: Introduction to Digital Leadership Webinar Okay, welcome everyone, thank you so much for joining us for today’s webinar.  My name is Alexander Doak and I’m the director of customer success at CX Workout.  CX Workout is a Boston based customer experience design firm and a subsidiary of the service profit chain institute.  Very briefly, […]

Solving the Innovator’s Other Dilemma

In his best-selling book The Innovator’s Dilemma, Harvard Business School Professor Clayton Christensen demonstrated how successful companies can be doing everything “right” and yet still lose their market leadership as new, unforeseen competitors grow and take over the market. One of our clients was facing a different dilemma: All the evidence about what they needed […]

The Five Domains of Digital Transformation

By Joe Wheeler, President CX Workout Columbia Business School Professor David Rogers, author of The Digital Transformation Playbook and one of our strategic alliance partners, makes a revealing point: “Digital transformation is not about technology—it is about strategy and new ways of thinking.” He expands on this to suggest, “A Chief Information Officer’s traditional role [...]

Why a static journey map isn’t the answer

Many companies want to create a journey map, and for varying reasons. Often companies want to truly understand all the (proactive or reactive) steps that occur when a customer engages with their company. There are internal benefits that come from internal groups working across departments to really talk about customer facing journeys and create a […]

Why Speed Matters

A colleague of mine was giving a presentation on their approach to journey mapping. When asked how long a typical project takes, he responded honestly: about 12 to 15 months. Another person in the audience quickly raised his hand to ask, “What happens when you go back to those managers you met with at the […]

Musings on “Cognitive Load”

UX designers use the term “cognitive load” to describe a user’s capacity to make sense of any technology they must use to accomplish a task. If the cognitive load is low, the design of the website or the digital kiosk is straightforward; they don’t have to think too much to achieve their goal. We all […]

Five Ways to Avoid Common Pitfalls When Determining CX improvements

If you’ve been following our blog series of the: Top 5 Reasons Companies Improve Things Customers Don’t Care About, then you’ll want to know how you can avoid those five common pitfalls when determining your CX improvement priorities. We have put together a list of five best practice solutions to help companies avoid these and the […]

How many Stages should be in your Customer Journey map?

You may have read our previous blog about the basics of customer journey mapping. Now we are going to answer the commonly asked question of how many Stages should be in your map. There are various ways to approach defining your map structure, and it depends on what you are trying to achieve. But I will outline […]