Blog

25
Aug

Best Practices to Prioritize & Manage CX Improvement Efforts

Best Practices to Prioritize & Manage Customer Experience Improvement Efforts By Jon Windley, Altitude CX CEO & Head Of CX Strategy Customer Experience initiatives can influence so many things – product roadmaps, customer-base tiering, Account Management models, financial analysis, geographic market selection, shoe size…ok, probably not shoe size – unless you’re in the shoe industry, then absolutely! Customer experience improvement

Read more

14
Aug

Artificial Intelligence isn’t what it’s all cracked up to be

Artificial Intelligence isn’t what it’s all cracked up to be In the world of analytics and predictive modeling, many executives and consultants get excited about artificial intelligence. They want to be first to the market, implement it to beat their competition and win the war for the consumer dollar with it. But, the reality of it is that humans do

Read more

11
Aug

Text Analytics Challenges

Text Analytics Challenges David Johnson, CEO of Decooda, breaks down the challenges of some text analytics tools. Specifically, he reviews some of the limitations of Sentiment Analysis, Natural Language Processing (NLP) and Machine Learning in order to help senior executives understand why their insights are not actionable.

11
Aug

Lessons Learned on My CX Program Journey

Lessons Learned on My CX Program Journey By: Jon Windley, CEO, AltitudeCX Over the course of my past dozen years involved in creating, leading, and advising on CX programs, I have made many, many mistakes.  From steering teams to nowhere, to 300-page reports measuring everything but shoe size, I have raised program errors to a fine art – no doubt

Read more

10
Aug

Where should we begin our CX journey?

Where should we begin our CX journey? My favorite analogy with respect to the CX world is to compare it to a soccer game played by five-year-old children.  If you have ever watched one of these games, you will understand why – usually all the children are chasing the ball together, no spacing around the field, just a wild race

Read more

8
Aug

Behaviors Matter and They’re Predicted by Emotions

Behaviors Matter and They’re Predicted by Emotions https://customerthink.com/more-evidence-that-customer-experience-is-about-emotions/ Thank you for writing this Jeanne! We couldn’t agree more. You make a good case for a point we are trying to communicate in the marketplace. Not only do CX campaigns and approaches need to be emotionally engaging to be successful, but businesses also need to be able to detect customer emotions

Read more

7
Aug

Decooda CX I.Q. – Creating a wave of disruption in a sea of sameness

Decooda CX I.Q. – Creating a wave of disruption in a sea of sameness. As the marketing lead for Decooda, I am responsible for outbound messaging. But in order to build effective messaging, I first had to listen. So, I listened. A lot. I listened to CMOs tell me they’re frustrated with their current CX provider. I listened to Voice

Read more

14
Jul

Beat CX with a Simple Stick

Beat CX with a Simple Stick Author: Jon Windley, AltitudeCX – CEO My name is Jon Windley and I’m the founder of AltitudeCX, a consulting firm specializing in CX strategy.  Over the past decade working in this field, I have experienced both the challenges and frustrations of implementing CX strategy as well as the satisfaction of seeing a successful CX

Read more

Enjoy this blog? Please spread the word :)