Customer Experience for Realists
Customer Experience is transforming the business landscape and people have been asking us for a practical, ‘real world’ guide to succeeding in this new world. Having been at the coal face of CX since our formation in 2000, we thought we’d have a go at writing it. The best way to describe Hot CX is a ‘punk version of how to develop your CX and make it hot’. It is based on the experiences of people who are not shy about their mistakes and are quite happy to share their secrets.
We cover how Hot CX is silo bustin’, data rich, fast and flexible. It drives revenue, cuts costs, forces differentiation and keeps customers central and colleagues inspired. It is written by realists for realists, so feel free to try some of its ideas, as long as you let us know how you get on and whether your CX is hot or hotter as a result.