Why Customer Experience (CX) is the key to a well-run organization

"No one can be absolutely good at something. 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."

"I had tech, engineering, HR and leadership. It is a combination customers like. I'm a strategist. We focus on solutions around human capital, digital transformation, innovation and customer experience."

Francis observes that absolute expertise is unrealistic because roles, problems and solutions are deeply intertwined, producing synergies and dynamism. He advanced from consulting through sales to senior leadership and then launched a boutique consulting firm. He combined skills in technology, engineering, human resources and leadership to create a value proposition that appeals to customers. He defines himself as a strategist who concentrates on integrated solutions spanning human capital, digital transformation, innovation and customer experience. He emphasizes synthesis and practical application over claims of absolute mastery, noting that published information is commonly shared.

Read at Computerworld