Chapter 1 The Case for Change
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Robert Dew
Abstract
Some two decades since its inception, the global Customer Experience movement finds itself in a perilous state. Inside many organisations, the executive support and sponsorship of CX that once underpinned investment in CX resources and programs, is being replaced by CX fatigue. The promise of CX transformation once heralded as ‘central to our strategy’ is no longer heard in the corridors and meeting rooms of organisations around the world. Instead, CX finds itself a potential line item on the cost cutting list, the subject of a quiet and considered executive discussion about evacuating costs and reinvesting elsewhere.
Abstract
Some two decades since its inception, the global Customer Experience movement finds itself in a perilous state. Inside many organisations, the executive support and sponsorship of CX that once underpinned investment in CX resources and programs, is being replaced by CX fatigue. The promise of CX transformation once heralded as ‘central to our strategy’ is no longer heard in the corridors and meeting rooms of organisations around the world. Instead, CX finds itself a potential line item on the cost cutting list, the subject of a quiet and considered executive discussion about evacuating costs and reinvesting elsewhere.
Chapters in this book
- Frontmatter I
- Acknowledgements V
- About the Authors VII
- Foreword IX
- Contents XI
- List of Cases XV
- List of Figures XVII
- List of Tables XIX
- Introduction XXI
- Chapter 1 The Case for Change 1
- Chapter 2 Defining Lean CX 20
- Chapter 3 Creating Market Cut-Through 44
- Chapter 4 Where to Start 66
- Chapter 5 Managing the Cycle 116
- Chapter 6 Business to Business 147
- Chapter 7 Explore and Exploit 172
- Conclusion: Our Future is Lean 200
- Bibliography 203
- Index 205
Chapters in this book
- Frontmatter I
- Acknowledgements V
- About the Authors VII
- Foreword IX
- Contents XI
- List of Cases XV
- List of Figures XVII
- List of Tables XIX
- Introduction XXI
- Chapter 1 The Case for Change 1
- Chapter 2 Defining Lean CX 20
- Chapter 3 Creating Market Cut-Through 44
- Chapter 4 Where to Start 66
- Chapter 5 Managing the Cycle 116
- Chapter 6 Business to Business 147
- Chapter 7 Explore and Exploit 172
- Conclusion: Our Future is Lean 200
- Bibliography 203
- Index 205
