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CX Strategy (12) – Journey mapping – The Main Customer Experience Measurement and Improvement Systems – Part 7
Welcome to the 12th article in a series about customer experience strategy development and implementation. This is the final article in a sub-series of seven about CX measurement and improvement systems. I hope you have enjoyed them, and that you learned at least a little. This time I will cover journey mapping and make some […]
CX Strategy (11) – The main customer experience measurement and improvement systems – Part 6 – Proprietary systems
This is the 11th article in a series about customer experience strategy, and the sixth in a subset about CX measurement and improvement systems. Various consulting companies propose proprietary measurement systems. The Temkin Group, for example, has both the Temkin Loyalty Index and the Temkin Experience Rating. They are useful examples as they both have […]
What we Do
Weekly or more frequent updates on customer experience and strategy topics.
Training, keynotes and motivational speaking.
Create and run your surveys, just to get you moving, or on an ongoing basis.
Three books on improving customer experience and one containing business cartoons were published in 2017.
Business illustrations for your office walls, events, presentations and other needs.
Statistical analysis of survey results, whether your own or carried out by us on your behalf. Analysis of text answers to survey questions in multiple languages.
What People are Saying
Maurice’s approach to strategy development gives a short list of priorities for any business or geography. We used it successfully while I was MD of HP EMEA and Maurice was part on the EMEA Leadership Team.
I feel honored to be at #3 of the top 15 people to follow in 2017 in my primary area of interest. Fred Reichheld is of course at the top of the list.
A true leader in the application of big data analysis techniques to customer and employee surveys. It has been my pleasure to work with Maurice at HP Autonomy where I was CTO and at HP Software. He made a big difference for our customers.
As our head of Customer Experience for Software, Maurice has implemented a number of strategies that have created measurable positive results for our customers and our business. His commitment to our organization, as well as to our customers, has been remarkable and I know we will continue to feel the benefits of his contributions well in to the future.
Maurice Engineer and strategist
Maurice retired from Hewlett Packard Enterprise where he was Vice-President of Customer Experience for Software.
Before moving to HP Software in 2012, Maurice spent six years as a member of both the overall HP EMEA Leadership Team and the EMEA Enterprise Business Management Team. He implemented HP strategies that cross all businesses and functions, with a special focus improving Enterprise customer experience with HP. Other work included business strategy development for emerging markets, vertical industries, and a variety of transformational initiatives particularly in sales. He led the EDS / HP integration work for the Enterprise Business in Europe the Middle East and Africa
Peter Artist and analyst
After his Bachelor’s degree in Psychology from the National University of Ireland, Peter went on to do his doctorate in Cognitive Psychology at Oxford University. Among the important things he learned was that he needed to paint with his left hand, rather than his right. He combined early work at the Max Planck Institute in Munich with the development of a successful career as an artist. He ultimately left psychology to work in the visual arts full-time, including thirteen years as the editor-in-chief of Ireland’s leading art magazine, Circa.
Customer Strategy Twitter feed
- Yup, traditional surveys only identify a fraction of your Detractors, Passives, and Promoters. Use AI to identify a… twitter.com/i/web/status/1…
2 weeks ago
- Traditional surveys are a good foundation for improvement actions. But what about the 90% of your customers who did… twitter.com/i/web/status/1…
1 month ago
- Had fun writing this, even if the subject is a bit depressing. If you are in cost-cutting mode it is critical to ma… twitter.com/i/web/status/1…
1 month ago
- Had some fun writing this. Internet Service Providers seem to be an industry we all love to hate, judging by the ex… twitter.com/i/web/status/1…
2 months ago