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 [...]

4 Customer Experience Tactics to Ensure You Improve the Right Things

By Joe Wheeler, President CX Workout The most misunderstood thing in customer experience design is that it is NEVER just about the customer. It is also about the employee and the shareholder.  To ensure you invest in things that create the right balance, focus on four things: Map Both the Customer and the Employee Experience: [...]

On the Kindness of Strangers

By Joe Wheeler, President CX Workout 1:11 AM, May 26, 2017, the Friday before Memorial Day Weekend onboard American Airlines Flight 1876 from Philadelphia to Boston waiting to leave the gate, about 5 hours past the scheduled departure time. “Ladies and gentleman, this is the captain. I am sorry to report that this flight has […]

The difference between the employee and customer view of the experience

If you have built a journey map internally with employees, or have even spoken to various employees – customer facing or not, you have heard where employees think the customer experience should be improved. Front-facing employees can be a great source of feedback and ideas – based on what they are hearing from customers. While […]

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 […]

The Power of Media in Telling the Story

One thing we hear over and over again is the power of customer feedback captured in video. When a customer speaks about their experience in their own words – you can’t beat it. It really brings to life what your customer sounds like, looks like and conveys the emotion in a powerful way. Yes, customer […]

Four rules to avoid dissonance between CX, brand, and marketing

Here’s our second update from CX Fusion conference. This is a terrific presentation from another Forrester analyst, if you appreciate the connection between CX, marketing and your brand, you will love this! Highlights from a presentation by: Joana van den Brink-Quintanilha Senior Analyst CX, Forrester Research Johanna spoke to a room full of CX professionals […]

CX Fusion Conference Highlights

The Service Profit Chain Institute Workout was delighted to launch its new SaaS platform, CX Workout, at the CX Fusion conference in Las Vegas, April 25-27, 2016. CX Workout enables qualitative data collection that feeds directly into your journey map, in addition, it offers an online dialog option to discuss specifics of how to improve […]