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Client Experience is like a colonoscopy?
You may think, what? I know it sounds crazy, but it’s true. I read an article recently that shared research from Dr. Daniel Kahneman’s “Peak/End” study and supported ensuring that each of your client’s interactions with your team is positive. In the study, Dr....
A shift in focus
Research shows the landscape is changing. To succeed, your firm must respond to this change by shifting your focus from what you deliver to what your clients experience. Historically, the focus for most firms has been on efficiency – scope of work, frequency of...
How Smart Brands Shape CX in Response to Crisis in Trust
According to a recent post by Ryan Hart, Principle Analyst for Forrester, the best companies are strengthening their focus on CX in response to a crisis of trust. He indicates that misleading and false statements from executives and politicians combined with the speed...