by Ceatro Group | Nov 13, 2015
In our experience most customer experiences go haywire for two reasons: It wasn’t intentionally designed in the first place It isn’t managed We broadly covered the first issue in part 3 of this series (and will do so in more detail in the coming weeks)....
by Ceatro Group | Nov 12, 2015
As a reminder of where we are in the 6 part series: we have defined customer experience, we have gotten sponsorship from a strong executive and he or she has marshalled the organization, we have learned all the important things that matter for our customer experience...
by Ceatro Group | Nov 11, 2015
The experience itself is the The Big Show, right? You may have noticed that in this 6 part series only 1 of the days is dedicated to talking about what the experience itself is and the other 5, more or less, are focused on how to make it happen. This is intentional....
by Ceatro Group | Nov 10, 2015
Most people agree that having, and providing, a great customer experience makes sense. Ceatro Group rarely encounters an executive that doesn’t wholeheartedly agree with the notion that great customer experience improves revenue, loyalty, and satisfaction across...
by Ceatro Group | Sep 10, 2015
The language tends to blur together causing confusion in job descriptions, when hiring a firm to support a project, and in explaining what you are trying to accomplish. Customer experience (CX) and user experience (UX) are not the same thing but they are...
