A step-by-step guide for leading a workshop to transform your CXM process

If you are in search of real improvement in your customer experience, don’t waste your time on a project. Install a process. In the same amount of time, you’ll be able to make immediate improvements AND engage your entire organization in a process for continuous CX improvement and evolution.

I have helped hundreds of CEO’s and business owners install a Customer Experience Management (CXM) process into their organizations. Through each engagement, I have continuously refined the installation to make it as impactful and efficient as possible. So after 25 years, it’s down to a single meeting and some pre-work. The objective of this experience is to provide you with a do-it-yourself guide to installing a CXM process in your organization. I hope you find it helpful.