Tag: Business perspective

CX innovation and agility

CX innovation in agile development is easier to implement than you thought

Lisa is doing wonders at a B2B e-commerce system. She supports developers to connect to the company customers, helps product owners make decisions for the product roadmap and bring out the best in the customer support team. Who is Lisa? She...

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an image showing a path to becoming a CX champion

Why AI mastery is key to becoming a CX champion 

Even with all the technology available today, true CX champions are still a relatively rare breed. A recent study by MIT, on behalf of SAS, found that just 15 per cent of organisations can claim to be CX champions, while...

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Customer Success Operations: the hottest career in the customer service space

In today’s economy, where nearly every company is either “born in the cloud” or transforming into a SaaS-based, recurring revenue business model, almost all have realized that they can’t accelerate growth without investing in Customer Success (CS). Usually, that means...

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An image showing the article cover with Punk CX leader

Interview with Adrian Swinscoe: why make CX more punk?

“Punk is not a method, not a framework, not a toolkit. It is just an invite to do things differently because our customers and our people are waiting.” This week on CX Lore, we are joined by Adrian Swinscoe, an experimental...

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standing out as a woman in CX

Standing out in CX as a woman: a conversation with Gemma Colby

I had the opportunity to first meet Gemma Colby during the webinar hosted by Awards International in December 2021. Together with three other CX leaders, Dejan Markovic, Gabriela Ciupitu, and Laura Tengerdi, Gemma talked about her success as the Head...

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A sculpture making a vlog

Seven business movies you may not know about

Everyone loves a good movie. Even more so about the profession they are in. But there are so many out there that you may not know what to watch next. Or that you have already seen them a few times....

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An image showing a diversity and complexity of society.

Business and organizational anthropology: understanding humans from the inside out

It might come as a surprise that business and organizational anthropology are garnering significant attention in today’s corporate environments. Forrester’s report on ‘The future of CX’ from 2019, named anthropology as a core discipline shaping the path of CX, while...

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People at the meeting discuss purpose-led leadership.

Purpose-led leadership – the new strategic imperative

“To prosper over time, every company must not only deliver financial performance but also show how it makes a positive contribution to society.” Larry Fink—Founder of BlackRock The Covid-19 pandemic has fundamentally changed the way we look at the world, including...

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Renata Liuzzi and Neetan Chopra talk about a culture of innovation.

Building a culture of innovation: an insightful conversation with Neetan Chopra (Part II)

Last week, I shared the first part of a discussion with the man behind the Dubai Holding One App: Neetan Chopra – the Chief Technology Officer of Dubai Holding. The main topic of our conversation was the innovative aspect of...

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An illustration shows people running from a global economic crisis.

Learning from the global economic crisis: an interview with Eliot Heilpern

CXM had the pleasure to talk with Eliot Heilpern, the Partnership Director and Co-Founder of The Payments Business, about the global economic crisis. We have dived deep into the consequences of the recent financial crisis of 2007 and 2008, disruptions...

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