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CXPA Member Spotlight: Stein Broeder and Building a Customer-Centric Culture at Microsoft Advertising

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...

Gabe Smith,CCXP's profile image

Library Entry
Quantifying the ROI of CX by CXPA and West Monroe Partners

This study uses data from CX professionals to understand the challenges and opportunities that exist in quantifying the ROI of CX. #WhitePaper #2019 #MetricsMeasurementandROI #CommunicatingROI #FinancialMetrics

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Blog Entry
CX on a Global Scale: A Conversation between Bob Azman, CCXP, and Steve Walker

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,...

Gabe Smith,CCXP's profile image

Library Entry
The CX Pro’s Guide to Speech Analytics--CallMiner

Discussion Questions: This article notes that, "for many CX pros the contact center is a black hole of customer experience invisibility." Is this true in your organization? What insights are you able to gather from your contact center--and what remains a mystery? The authors of this...

August 2019 - Corporate Member Discussion Questions.pdf


Library Entry
Gaining Competitive Advantage Through Human Interaction--Teleperformance and Harvard Business Review

Discussion Questions: 1. This article discusses the importance of achieving balance between automation and humanity in customer interactions--and the dangers of excessive reliance on technology to achieve customer ease and cost savings. In what way has your company's adoption of cost-saving...

July 2019 - Corporate Member Discussion Questions.pdf


Library Entry
Confirmit CX Nudge—Time to Take Action)

Whitepaper: Confirmit CX Nudge – Time to Take Action What was unique about this article? What are the barriers or obstacles that stand in the way of CX progress in your organization? What are the most effective ways you have of using customer feedback and data to make change? What would...

June 2019 CXPA Corp Member Discussion Nudge to Action .pdf


Library Entry
How Culture Change Really Happens--NeuroLeadership Institute and Culture by Design - Cranfield School of Management

Whitepaper: How Culture Change Really Happens, NeuroLeadership Institute 1. What was unique about this article? 2. The whitepaper introduced an organizational growth mindset and how employees see change as a necessary challenge. How does your organization compare on the operating principles: •...

April 2019 CXPA Corp Member Discussion Guide Culture Change .pdf


Library Entry
SAP’s The Future Customer Experience: Five Essential Trends

General Discussion Questions: What was unique about this article? How would you define your approach to the rapid shift to more human meaning? How is that being designed and cared for? Where should it live in your organization? How as AI impacted your experience? How do you build a...

February 2019 CXPA Corp Member Whitepaper Five Essential Trends UPDATED.pdf


Library Entry
Aon’s Future-Proofing Your Talent and Sova’s Predicting the Unpredictable

Aon Article: Future-Proofing Your Talent 1. How does technology impact the experience of your employees – are they empowered or challenged by it? 2. Automating and digitizing tasks will require retraining and redeploying of resources. What is the planning process for these changes and what...

January 2019 CXPA Corp Member Whitepaper Future Proof Talent .pdf


Blog Entry
CXPA Member Spotlight: Kay Lynn Hendrix, CCXP

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. ...

Gabe Smith,CCXP's profile image