“No one can be absolutely good at something,” Francis said. “In every thing that we do or every role that we play, solving a problem or helping a client, there’s so much intertwined. The synergies and the dynamism. It’s difficult to call yourself an absolute expert. Whatever’s published, you and I are looking and reading the same thing.”
Francis moved through the corporate ranks from consulting through sales to senior leadership. Then took the plunge to starting his own boutique consulting firm. “I had tech, engineering, HR and leadership,” he said. “It is a combination customers like. I’m a strategist. We focus on solutions around human capital, digital transformation, innovation and customer experience.” (See also: Customer experience: 10 tips for a successful CX strategy.)
The importance of Customer Experience
It was in this scenario that Francis found CX, AKA: ‘Customer Experience’.
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