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Hence, common sense says customer experience (CX) insights should be a determinant of corporate strategy . . . and certainly not an afterthought or altogether separate! As a determinant of corporate strategy, think of CX insights as part of a trilogy including financial and people stewardship
Health of your customer experience strategy depends on how well it reflects your business ecosystem. Think about it: every CX program can only do so much in and of itself -- you'll need cooperation and collaboration of multiple parties, you'll need to time things according to business rhythms, you'll need to embed CX insights into tactical and strategic decision-making across your whole company
I think that organizations (or more precisely, the managers that lead CX) that have already decided to move forward and improve their CX, are feeling the same: you probably know where to start – with the customer journey mapping and design, of course
What is customer experience strategy?...Let's use this definition to examine customer experience strategy...Remember, we're talking about strategy here
"Customer Experience Strategy is Uncommon". I think everyone wants CX or good or great CX, but they don't know what it means and don't know what they want to achieve (except for keeping the boss off their backs). Even CX elements like VOC seem to lack a strategy and goal
If you find yourself among the organizations that haven’t fully aligned employee recognition and rewards to your customer experience (CX) goals, it’s time to create an environment that reinforces the behaviors employees need to demonstrate to keep your customer promises every day
“Return to normal” CX strategies are business performance quicksand...For today’s circumstances, popular CX strategies of yesteryear are broken or outdated
The two most important words on CXPA's strategic framework represent an organizing principle: CX Professionalism. The Board is energized about this commitment and our key strategies supporting it, which we see as pivotal in advancing the CX profession to the next level
Customers are your best source of business and market insights. By listening to them, you can learn what they want and need from your products, services and employees. This knowledge is essential for creating great customer experiences. Unfortunately, many businesses don’t prioritize formal...
But the shiny object syndrome, following the crowd, impatience, greed, self-centered thinking, and lack of due diligence in business case development have too often obscured the wisest business-to-business customer experience strategy (B2B CX) decisions
Fanatical About CX Suzie Dieth, Reliant Learn best practices from an electricity company that changed their CX team structure from a dedicated department to a hub-and-spoke approach so everyone in the organization would be responsible for CX
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