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CXPA Cancels the 2022 Global Insight Exchange The Coronavirus COVID-19 pandemic continues to created unprecedented challenges to life, meetings, and the worldwide economy. Given the current state of the pandemic and uncertainty of the coming weeks and months, we believe the best plan is to forgo holding the 2022 Global Insight Exchange. We continue to support local in-person gatherings where it is safe to do so, and will redouble our efforts to provide virtual and online resources to help provide value to the CX community as we fulfill our mission and vision
That's because there are many more applications for customer experience insights than first meets the eye
2017 CXPA Insight Exchange Show and Tell Resources VOICE OF THE CUSTOMER, INSIGHTS & UNDERSTANDING CXPA welcomed 84 unique presenters and filled 105 tables during the two-day event and three Show and Tell sessions.
The tool is an example of how EMC provides deeper insight to customers and employees by leveraging data from multiple customer touchpoints to innovate and drive continuous improvement
Please join members of the Boston CXPA to share best practices on Customer Insights and Understanding and to discuss challenges and opportunities facing the CX practitioner community in a safe, intimate setting over your favorite brew
07-13-2023 | 08:00 AM - 08:30 AM ET
The CXPA’s Book of Knowledge helps to arm practitioners with the tools (and dare I say, knowledge) to explain the ROI of investing in customer insights and understanding
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This includes customer feedback (like focus groups and survey responses), insights from daily interactions, and transactional sales data
"So, could we get some insights on our customers' favorite colors?..."We need to understand our customers' pets' preferences..."I need you to survey every single customer we've ever had
There are important key takeaways below - from leveraging the power of customer communities as a support organization (Spotify), to building cross-functional teams as a means to drive process improvement (Dublin Airport), and even using VOC Insights as the basis for strategic business transformations (Northgate)
This can only be established via insight and shouldn’t just be via an analysis of what customers are using today. Google analytics will only show you what is on offer now, not what customers would prefer. With that insight, the desired customer experience should be developed whereby customers can seamlessly move between channels such that each touchpoint looks and feels the same
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