humanxp

Customer Journey Mapping for Strategic Planning

June 24, 2021

CX, Organizational Development humanxp 0

Strategic planning processes provide interesting insights into an organization’s core focus. Typically, the process starts by looking at financial performance and transactional outcomes of a team, department, or entire organization. Once past performance is carefully analyzed (“How did we do?”) the difficult task of forecasting comes next (“What should we do now?”), followed by target […]

Customer Experience – Approach to CRM, Marketing, and Sales Strategy

January 19, 2021

CX humanxp 0

The ability to drive revenue, increase margins, and reduce cost to serve, while still engaging, retaining, and growing customers, is the fundamental measure of success for organizations.

ORGANIZATIONAL EFFECTIVENESS – Looking beyond technology adoption

September 22, 2020

Organizational Development humanxp 0

Organizational Effectiveness begins during strategy development, long before the project budget and execution ownership is handed over to technical delivery teams or vendors.

Linking Leadership, Trust, and Agility to Scale Digital Transformation

March 7, 2019

Culture humanxp 0

Leadership, data, speed, and company culture are intrinsically interlinked. Talent management practices, in particular, often create transparency gaps between management and employees. Translating leadership ambitions into rewards and motivations within individuals and teams is notoriously difficult. Layers of processes, tools and governance are commonly used to manage this gap, safeguard compliance, avoid risks, and ideally ensure fairness (e.g. […]

Steve Jobs on Customer Experience

November 14, 2018

Organizational Development humanxp 0

Steve Jobs is questioned on his decisions and explains how customer experience must be a core focus.

Why Legacy Industries Must Also Embrace Digital Culture