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"Who Not How" and CX Technology Advisors: Your Strategic Advantage

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Updated: Jan 21




In today's fast-paced digital world, companies constantly seek ways to stay ahead of the competition. The challenge isn't just about finding the right tools or solutions—it's about knowing who can help implement them effectively. This is where the concept from the groundbreaking book Who Not How by Benjamin Hardy and Dan Sullivan becomes invaluable. Businesses can unlock unprecedented growth and efficiency by focusing on who can help achieve their goals rather than obsessing over how to do it yourself.


The "Who Not How" Mindset

Who Not How challenges traditional thinking. Instead of asking, "How can I solve this problem?" the book encourages leaders to ask, "Who has the expertise to solve this problem for me?" This subtle but powerful shift allows businesses to:


  • Focus on their core strengths.

  • Delegate specialized tasks to experts.

  • Accelerate progress by leveraging the knowledge and skills of others.


Rather than getting bogged down in trying to master every new technology or manage every intricate process, leaders can focus on their vision and let trusted experts handle the details. This shift is game-changing for organizations navigating the complex world of customer experience (CX) technology.


Why CX Technology Advisors Are Your "Who"

Customer experience technology is a rapidly evolving field, with endless choices that can often be overwhelming. CX Technology Advisors specialize in helping organizations make sense of this complexity, providing a sense of relief and reassurance. Here's how this approach applies:


1. Expertise That Saves Time

Navigating the CX technology landscape requires deep knowledge and up-to-date insights. Rather than spending months researching platforms, negotiating with vendors, or troubleshooting implementation, experts do the heavy lifting. They ensure that your technology stack is cutting-edge and aligned with your business goals.


2. Strategic Guidance

Choosing the right technology isn't just about functionality—it's about strategy. Which platforms will scale with your business? How do you ensure seamless integration across departments? Advisors take a holistic approach, providing tailored strategies that align with long-term goals, ensuring a sense of security.


3. Cost Efficiency

Making the wrong technology choice can be expensive regarding upfront costs, wasted time, lost productivity, and missed opportunities. Leveraging expertise minimizes risk and maximizes ROI.


4. Empowering Your Team

By allowing external specialists to handle the 'how,'internal teams can focus on their core responsibilities, boosting productivity and instilling confidence that employees are not overwhelmed by tasks outside their expertise.


The Real-World Impact

Consider this example: A mid-sized retail company struggled to implement a seamless omnichannel communication platform. They'd spent months researching solutions and managing the integration themselves, only to face delays and mounting frustration. By involving CX technology experts, they were able to:


  • Identify the ideal platform within weeks.

  • Streamline integration with existing systems.

  • Train their team on best practices in record time.


The result? Increased customer satisfaction, higher retention rates, and a significant boost in operational efficiency—all achieved by focusing on the who, not the how.


Unlock Your Potential

The Who Not How philosophy is a transformative framework for making smarter, strategic decisions. At NuResolution Technology Group, we specialize in simplifying CX technology decisions, helping organizations save time, reduce costs, and accelerate results. Let us be your "who" for finding, selecting, and enhancing CX technologies and solutions.




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