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How Singularity Kills Customer Experience Management

How Singularity Kills Customer Experience Management

September 14, 2015

Via: itCurated
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Culturally we are conditioned to look for a SINGLE reason, element or root cause to solve any problem. Remember Curly’s “One Thing” in the City Slickers movie? Well, this concept of singularity does not work in customer experience management (CEM) by definition because of the complexity of customers perceptions’ of “management.”

But, how do you manage someone else’s perceptions? I have addressed this question before, but the answers did not offer a single step path to customer experience heaven. The answers call for a review of the existing business processes and practices, and that costs money. Money to pay for analysis and improvement of these processes, money to pay for technology to automate these improvements, money for change and adoption management, etc. This is the money that would surely increase quarterly earnings per share and management bonuses, but instead will possibly increase “what and when”.

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