Perché i programmi di Customer Experience falliscono?

NOTA AICEX: tutti i progetti di Customer Experience partono dalla tecnologia. Ma è davvero corretto?

All change programs are inherently risky. While most organisations focus on managing the technical risk, my experience is that the greatest risk to Customer Experience (CX) Projects isn’t technical risk it is the human risk. It is common for CX Projects to fail to deliver the majority of benefits due to under investment in human capacity.

The current CX change paradigm invests in developing capability (ability to perform a task – “how do I use the new CX platform?”) as opposed to capacity (resilience and adaptability to perform any task to achieve goals and manage change– “how do I deliver a better customer experience?”). Success demands that we invert the investment pyramid by investing in the people delivering the Service Experience as well as the technology. Continue reading “Perché i programmi di Customer Experience falliscono?”