@stevenkeith

Founder https://xitter.cf/t.co/7wfliyRQag, a CX advisor. Trying to swear less, read more, parent more interestingly. I love soap, data, synthesizers, Zappa, hot peppers & Palahniuk

 Raleigh, NC
cxpilots.com
Joined August 2006
  • Tweets5.6K
  • Following2.2K
  • Followers2K
684Media
NORMALIZE NOT HAVING AN OPINION ON THINGS YOU'RE NOT INFORMED ABOUT
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Check out my latest article: The Hybrid Imperative: Why Employee Experience (EX) is the Key to Success hubs.la/Q03nrj1v0 via @LinkedIn hubs.la/Q03nrgTB0
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20 Early Warning Indicators of Client Disengagement (And How to Prevent Them) linkedin.com/pulse/20-early-…

20 Early Warning Indicators of Client Disengagement (And How to Prevent Them)

In the B2B professional services world, clients rarely announce their intention to leave. Instead, they gradually disengage, leaving subtle clues that – if detected early – can help you salvage the...

linkedin.com
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Measuring Client Experience (CX) in Accounting Firms: Going Beyond Surveys and Feedback Forms linkedin.com/pulse/measuring…

Measuring Client Experience (CX) in Accounting Firms: Going Beyond Surveys and Feedback Forms

Listen up, accounting professionals! I know you're always criticized for being all about the numbers, but I’ve worked with many of you, and that stereotype isn’t as true as many may believe. Many...

linkedin.com
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The CX Leadership Challenge: A Practical Guide to Winning C-Suite Support in Professional Services linkedin.com/pulse/cx-leader…

The CX Leadership Challenge: A Practical Guide to Winning C-Suite Support in Professional Services

After nearly two decades of helping professional services firms transform their client experience, I've noticed a pattern. Almost every new CX director faces the same daunting challenge: convincing...

linkedin.com
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The B2B CX Paradox: When Trust and ROI Collide linkedin.com/pulse/b2b-cx-pa…

The B2B CX Paradox: When Trust and ROI Collide

In the realm of B2B services, we've created a paradox that threatens to undermine the very foundation of customer experience. While the industry preaches the gospel of trust-building and long-term...

linkedin.com
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Check out my latest article: The Dark Side of Customer Experience: Three Hidden Forces Threatening to Derail Your CX Strategy linkedin.com/pulse/dark-side… via @LinkedIn

The Dark Side of Customer Experience: Three Hidden Forces Threatening to Derail Your CX Strategy

Let's cut through the feel-good platitudes about customer experience management and face some uncomfortable truths. While everyone's busy creating journey maps and measuring NPS scores, three massive...

linkedin.com
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Building a CX Management Program from Scratch: A 3-Year Journey at an Accounting Firm linkedin.com/pulse/building-… via @LinkedIn

Building a CX Management Program from Scratch: A 3-Year Journey at an Accounting Firm

When Sandra (Director of Business Development and Growth) took on the client experience (CX) responsibility at her 160-person accounting firm three years ago, she faced a common challenge: transfor...

linkedin.com
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Check out my latest article: Foretelling the Great Legal Reformation: How AI and EX (Employee Experience) Are Creating a New Golden Age of Law linkedin.com/pulse/foretelli…

Foretelling the Great Legal Reformation: How AI and EX (Employee Experience) Are Creating a New...

I study human experience in professional services, which means I spend a lot of time with many law firms. In one recent meeting, a firm's CMO asked, "Do you think CX can be effectively applied to our...

linkedin.com
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Check out my latest article: The Hybrid Imperative: Why Employee Experience (EX) is the Key to Success linkedin.com/pulse/hybrid-im… via @LinkedIn
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Steven Keith retweeted
Ben Meer
@SystemSunday18 Jun 2024
20 sentences that will maximize your social intelligence:
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If the Rockford Files was remade in 2024, this would be the theme music. open.spotify.com/track/3mLR1…

Stude - Bonus Track

Two Fingers, Peedi Crack, Chinko Da Great · Stunt Rhythms · Song · 2012

open.spotify.com
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How to know if you are looking at CX and Voice of the Customer (VoC) in the best way: cxpilots.com/epiphanies/stra…
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The definitive handbook for Chief Customer Experience Officers. This handbook was written to help CXOs prepare for the #CXO role. It is used in practice by over 75 CXOs in North America. #cx #CustomerExperience
The definitive handbook for Chief Customer Experience Officers. https://www.cxpilots.com/epiphanies/the-cxo-handbook

ALT The definitive handbook for Chief Customer Experience Officers. https://www.cxpilots.com/epiphanies/the-cxo-handbook

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Proving #CX #ROI can be a pain and is generally done in ways that aren't effective or meaningful. There isn't one calculation that can carry the weight of CX ROI. DM if you want access to the training. @cx_pilots
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Proving #CX #ROI can be a pain and is generally done in ways that aren't effective or meaningful. There isn't one calculation that can carry the weight of CX ROI. The key is to design attribution pathways. DM if you want access to the training.
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Proving #CX #ROI is about storytelling. Different people have different concerns. Your CX ROI story needs to be effective AND meaningful. DM if you want access to the training.
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Proving #CX #ROI can be a pain and is generally done in ways that aren't effective or meaningful. There isn't one calculation that can carry the weight of CX ROI. DM if you want access to the training.
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Proving #CX #ROI can be a pain and is generally done in ways that aren't effective or meaningful. There isn't one calculation that can carry the weight of CX ROI. DM if you want access to the training.
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Proving #CX #ROI can be a pain and is generally done in ways that aren't effective or meaningful. There isn't one calculation that can carry the weight of CX ROI. DM if you want access to the training.
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