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It was hard to miss the yellow hand-written sign posted directly above the cash register. “Chance to win 1 of 3 gift cards,” someone had written in green magic marker. Three cards were in the offing, two $10 cards and a $5 card, and the sign’s author had detailed a two-step process to be...
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Stein Broeder has long been aware of the impact that powerful experiences can have on customers. “Just as a person or consumer, I’m impressed by companies that have done it well,” Broeder says. “And I’ve noticed the impact it has had on me from a brand loyalty perspective.” In his role as...
CXPA Board Chair Bob Azman, CCXP , recently appeared on The CX Leader Podcast with Steve Walker to talk about considerations for delivering better customer experiences around the world. While acknowledging the importance of implementing consistent brand elements when operating globally,...
Kay Lynn Hendrix, CCXP, believes that the ability to ask good questions is essential for any CX professional. As Director, Customer Experience at Dell EMC, Hendrix brings that inquisitive mindset to her team, which focuses on the experience of customers who purchase servers from the company. ...
According to Gartner, When it comes to making a purchase, 64% of people find customer experience more important than price. 9% of customers will stop buying from you because of your price, 14% because of their dissatisfaction and an astonishing 68% leaving because they perceived indifference...
Over the past 25 years, Freddy Chetty has had a front-row seat to the evolution of customer experience. "Titles have evolved since I first started, from Customer Management, to Customer Relationship Management, to Customer Marketing, and now to Customer Experience Management," says Chetty. ...
The relationship between employee experience and customer experience has long been discussed. Without engaged employees, we’re told, it’s difficult to create great experiences for customers. And the data appears to back this assertion. A 2019 study from Glassdoor found that, for every 1-star...
Achievement. Measurable impact. Distinction. The five winners of the 2019 CX Impact Awards—three CX practitioners and two CX providers—gained high marks in these areas, earning plaudits from the panel of global judges. Gökhan Kara, CCXP , Customer Experience Manager at Enerjisa in Istanbul,...
The 7th annual CX Day is on Tuesday, October 1, 2019. It’s always an exciting time for me because it’s when we celebrate customers, the customer experience (CX) profession, and each other. Last week, I was a guest on a twitter chat and I said just that, and we should treat every day as CX Day....
Stacy Sherman is currently Head of Customer Experience & Employee Engagement at Schindler Elevator Corporation, where she's contributing to record-breaking NPS results, year-over-year revenue growth, and portfolio protection. What is company culture? Why is it important? Who owns...
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