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

How can CX leaders better quantify the ROI of CX? Learn more in CXPA and West Monroe Partners' joint research. #2019 #MetricsMeasurementandROI

November 19.CXPA and West Monroe.ROI of CX.pdf


Blog Entry
Sweetening the Pot or Souring It? The Impacts of Score Begging and What CX Pros Can Do About It

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...

Gabe Smith,CCXP's profile image

Blog Entry
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

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
Gaining Competitive Advantage Through Human Interaction (Harvard Business Review) - Whitepaper & Discussion Guide

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


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

Blog Entry
CXPA Member Spotlight: Freddy Chetty

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. ...

Gabe Smith,CCXP's profile image

Blog Entry
3 Ways CX Pros Can Get Started Creating Better Employee Experience

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...

Gabe Smith,CCXP's profile image

Blog Entry
2019 CX Impact Award Winners Announced on CX Day

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,...

Gabe Smith,CCXP's profile image

Blog Entry
On CX Day and Every Day, the Show Must Go On

Imagine you’re attending one of your favorite Broadway shows. You bought your tickets way in advance and, after months of waiting, you finally take your seat. A few hours later you exit the theater thinking, “Wow, what a great show! The cast was amazing.” And you’re right. The cast was amazing...

Tammy Nelson,CCXP's profile image