Customer Experience

Board - Customer Alignment
Reading Time: 3 minutesWhen an unhappy strategic customer leaves the room, what does your boardroom really sound like? Introduction: The Door Closes, the Real Conversation Begins The handshakes end, the smiles fade, and the customer leaves the room. Within seconds, the conversation changes. Targets. Timelines. Blame. A quiet sigh of relief that the [...]

The Sound of Board and Customer Alignment

 in Customer Experience / Leadership / Teams  tagged Customer Alignment / Customer Spectacles / CX / Leadership by
Digital Handoffs
Reading Time: 5 minutesDigital Handoffs: The Delivery Paradox While digital projects celebrate on-time delivery, we find the real threat to success lies in the handoffs—the critical transitions between teams where intent is diluted, context is lost, and the promised business value quietly leaks away. 70% of digital transformations fail to meet their objectives [...]

Digital Handoffs: Where Value is Lost

 in Business / Customer Experience / Digital Transformation / Project Management / Teams / Technology  tagged Business / Digital Transformation / Leadership / Project Management / Team by
B2B eCommerce
Reading Time: 7 minutesBecause the Future of B2B eCommerce Isn’t Digital Transactions, It’s Digital Trust For the C-suite, B2B eCommerce is not a channel; it is a Commercial Operating System and a primary source of enterprise risk. To secure executive buy-in and investment, this transformation must address three core mandates: Strategic MandateC-Suite FocusQuantifiable [...]

The A to Z of B2B eCommerce

 in Business / Customer Experience / Digital Transformation / Information Security / Marketing / Sales  tagged eCommerce / marketing / Online Sales / Sales by
A to Z of Culture and Collaboration
Reading Time: 6 minutes26 leadership behaviours that turn strategy into execution Introduction: The Invisible Advantage Strategy might set the direction, but culture and collaboration sets the speed. Every leader knows the strategic map, but few measure the invisible friction that dictates execution speed. In today’s complex world — marked by hybrid workforces, cross-functional [...]

The A to Z of Culture and Collaboration

 in Business / Customer Experience / Leadership / People  tagged Collaboration / Culture / Leadership / Team by
A to Z of B2B CRM
Reading Time: 9 minutesBeyond Transactions to Transformation – B2B CRM For most enterprise and public sector organisations, the B2B CRM promise remains unfulfilled. It was meant to be the single source of truth for revenue growth; instead, it’s often a cumbersome reporting tool, a compliance checkbox, or a system plagued by distrust and [...]

The A to Z of B2B CRM – An Executive ...

 in Business / Customer Experience / Technology  tagged CRM / Leadership / Sales by
A to Z B2B Customer Experience
Reading Time: 8 minutesWhat really drives loyalty, trust, and value in your B2B Customer Experience? B2B Customer experience isn’t a department anymore — it’s the arena where every B2B organisation now competes. Products can be copied, prices undercut, and technologies leapfrogged, but how customers feel when they work with you determines whether they [...]

The A to Z of B2B Customer Experience (2025 Edition)

 in Business / Customer Experience / Leadership  tagged Customer Experience / Customer Services by
A to Z of Customer Alignment
Reading Time: 14 minutesIntroduction At Oak Consult, we believe that customer alignment is the difference between transactions and partnerships. That’s why we’ve built this A to Z of Customer Alignment: 26 practical lenses to help leaders, managers, and teams see alignment in action, understand why it matters, and put it into practice. Most [...]

The A to Z of Customer Alignment

 in Business / Customer Experience / Leadership / Teams  tagged Customer Alignment / CX / Success by