Don’t Do Digital Transformation, Design It

This post first appeared in CMO Australia in late 2017. Thanks to Nadia Cameron for a great interview! Too many organisations are “doing” before “designing” when it comes to digital transformation and customer experience. As a result, they are not going deep enough into insights analysis and cultural change. That’s the view of managing principal of [...]

By | 2018-08-31T07:37:12-04:00 July 29th, 2018|Customer Experience Strategy, Interview|0 Comments

Brands That Deliver the Best #CX Achieve 54% Higher Revenue Growth

(This is a guest post from KPMG. It's included because it's one of the best reports in years on #CX.) To read the full KPMG Global Customer Experience Excellence report: Tomorrow’s experience, today, please visit: www.kpmg.com/customerfirst   Brands that deliver the best customer experience achieve 54 % higher revenue growth, according to a new KPMG [...]

How We Reinvented Our Own CX

How We Reinvented Our Own CX Since our founding as a customer experience design consultancy in 2002, StoryMiners has helped over 500 clients on 700+ projects in over 20 countries (and in 4 languages). Clients rave about the business results we help them achieve with CX and story. But, last year, our own ‘rave meter’ [...]

If we understand our customers, how do we then improve customer experience?

This guest post is from Lisa Kenny of Maru/Syngro, exclusively for StoryMiners. If we understand our customers, how do we then improve customer experience? More often than not, an organization will analyze customer feedback, pick the most common denominator and seek to fix the problem quickly. If this is you, unfortunately, you are doing it [...]

Lessons From Leaders At Brands Where CX Is Working

I'm always curious about what makes leaders of customer experience and transformation projects invest in what's new. Oracle, in its recent "CX FACTOR PROGRAM" has done much of that research for me (and for you). It's in the form of a dozen interviews with company leaders whose brands are excelling at the customer experience. I [...]

How Nimble Makes You More Agile

Jon Ferrara co-founded the pre-Facebook, pre-Internet, pre-LinkedIn CRM system called GoldMine. His motivation was to connect people at a more personal level—to let them build relationships that build real value. That’s still his mission at his newer company, Nimble. Their product is what many call the “world’s first social CRM.” More than a CRM, Nimble [...]

The Intersection of Customer Experience, Business & Tech

  Interview with Mike Wittenstein, Founder of Storyminers as seen on the Digital Customer Experience website  Tips from an Expert in design thinking, customer experience and the power of story Is there a difference between customer experience and digital customer experience anymore? Customer Experience used to focus on what happened in the real world and Digital Customer [...]

One Of The Best CX Resources Of 2017

Customer Experience is making great inroads into business, both in the US and in Europe. The 2017 KPMG Nunwood Customer Experience Excellence Analysis benchmarks CX efforts on both sides of the Atlantic. This CX Resource also brings crystal clear insights useful to any serious customer experience design practitioner. A multi-industry scorecard of sorts, this report [...]

The Value Of Experience Design Improvement Is On The Rise

In the last decade, many brands have used customer experience processes and perspectives to complete corporate turnarounds and experience make-overs. Some have seen their fortunes rise. Some have even stayed at elevated levels. They all use the six customer experience pillars.   [SIDEBAR: The six essential disciplines of the Customer Experience Professionals Association: Customer-Centric culture, [...]