Braden Kelley | HCL Blogs
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Braden Kelley, CX Strategist, Digital Business Services, NA Practice

Journey maps are foundational when it comes to doing great customer experience work on behalf of our clients
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Braden Kelley, CX Strategist, Digital Business Services, NA Practice

When it comes to doing great customer experience work on behalf of HCLTech clients, personas are foundational. But it is harder to create meaningful, actionable personas than people might think.
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Braden Kelley, CX Strategist, Digital Business Services, NA Practice

Customer experience (CX) is an essential part of any organization’s success. CX is much more than the level of customer service a company provides. CX is the totality of a customer’s interactions with an organization over the course of their shared r...
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Braden Kelley, CX Strategist, Digital Business Services, NA Practice

There is probably nothing more important to the ongoing success of a business than a consistently excellent customer experience. How many brands are you loyal to that provide a bad customer experience? Customer Experience (CX) is more than cust...
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Braden Kelley, CX Strategist, Digital Business Services, NA Practice

Digital transformation has become an overused buzzword. When most people speak about digital transformation, they are really speaking about digitization, digitalization, or digital strategy. They are all very different and none of them is digital tra...