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Inspiring Racial Equity: CXPA Networks Explore How CX Professionals Can Drive Change

"The Civil Rights movement was filled with people who were not only trying to argue for their personhood, but arguing for their personhood through their status of being a customer." Those words from Professor Gary David , the moderator of a recent live collaboration between the CXPA...

Gabe Smith,CCXP's profile image

Blog Entry
To Improve CX in Unusual Times, Stop Writing the Usual Phrases

On a typical day, most customers will understand what you mean even if you use less-than-graceful words when you speak or write. For example, lots of customers dislike the phrase “No problem!” but they’ll look past it if you’re providing great service. They’ll give you a pass on “No problem!” ...


Blog Entry
Webinar Review--Partners in CX: How CX Leaders Can Team-Up with Contact Centers to Demonstrate CX ROI

Did you miss this webinar? Check out the link below: https://www.cxpa.org/viewdocument/partners-in-cx-how-cx-leaders-can It’s never been more challenging for organizations to deliver unforgettable customer experiences (CX). Around 40% of customers will change brands...

Taylor Barbieri's profile image

Blog Entry
Do You Trust Your Customers?

One important facet of efficiency and positive CX is making it easy for Customers to deal with you and navigate your processes. The reason this is important is because corporations are necessarily defensive entities: we create processes to protect our organizations from risk and loss. That...

Nicholas Zeisler,CCXP's profile image

Blog Entry
August Online Learning Opportunities

August is upon us! We hope you’ve been able to relax this summer—whether that’s been spending some socially-distanced time with friends and family, escaping to a remote cabin, or taking a well-deserved break from social media (the CXPA team is of the opinion that it’s a good thing to take...

Gabe Smith,CCXP's profile image

Blog Entry
‘Til CX Do Us Part: CCXPs Milda and Zayne Nair Vow to Improve CX

Married couples share many interests—gardening, working out, binging the latest Netflix hit—but only Dubai-based CCXPs Milda and Zayne Nair can say they each hold the Certified Customer Experience professional credential. Milda, as the Director of Enterprise Portfolio, Middle East for Meltwater,...

Gabe Smith,CCXP's profile image

Blog Entry
More than Able: How Pearl Interactive Network Taps Traditionally Underemployed Workers to Drive Its Contact Center Business Growth

July 26, 2020 marked the 30 th anniversary of the Americans With Disabilities Act. While the ADA and related legislation have contributed to significant progress in access and inclusion, job seekers with disabilities are still twice as likely to be unemployed. Research by the Society for Human...

Gabe Smith,CCXP's profile image

Blog Entry
"Treat your employees right" is more than just 'feel-good' rhetoric

The world of CX is covered in platitudes and clichés. I don’t say that to denigrate it as a field of study and practice (quite the opposite), but rather just to acknowledge it so as to better combat empty words in favor of making actual impacts. Sometimes clichés are clichés because they're...

Nicholas Zeisler,CCXP's profile image

Blog Entry
Be careful what you measure!

I recently fielded a question from someone regarding moving NPS ratings from 8s to 9s. I asked why that was important. It was noticeable that the question was posed in terms of numerical scores, rather than moving Passives to Promoters , so I was curious. Digging a little further I found...

Nicholas Zeisler,CCXP's profile image

Blog Entry
The Big Mistake People Make with AI

This post originally appeared at https://www.linkedin.com/pulse/big-mistake-people-make-ai-colin-shaw/ ) Artificial intelligence (AI) has been around for decades and mostly used in a science-fiction context. As a result, many people are either terrified of it or assume it is as inexplicable...