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Coming Into Focus: Faran Niaz Improves CX in UAE’s Banking Industry

Faran Niaz’s skills as an award-winning photographer have given him a unique vision and perspective as a global CX professional. “Both photography and CX are creative arts,” he grins. “You get a chance to develop something that didn’t exist. You put a smile on someone’s face, and you...

Gabe Smith,CCXP's profile image

Blog Entry
Webinar Review: Building a CX Business Case for your CFO

Webinar title: Building a CX Business Case for Your CFO You need to create a business case for your CX team and present it in a few weeks' time to your CFO and other key stakeholders. On the one hand, you know that your CX team has earned back its investment many times over in the...

Ms. Taylor Barbieri's profile image

Blog Entry
CXPA: Looking Back, Looking Forward

The end of summer is always a time of reflection for me – typically while enjoying favorite places, often on a sun-filled beach. Like so many things, the end of Summer 2020 is different, but the show must go on. As I prepare to work with the CXPA Board and staff on plans for 2021, I am filled...

Mr. Greg Melia,CAE's profile image

Blog Entry
3 Customer Interview Skills for Better Results

Interviewing customers requires skills that can be learned, honed, and mastered. Better skills = better results. The deepest insights spring from sincere conversations with customers about their experiences. A skilled interviewer creates these conversations. Great customer interviews: ...

Dave Seaton's profile image

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Key Factors For Evaluating Certification: 3 Reasons the CCXP is Different From the Rest

Professional business certifications have been around for years. They exist for quality improvement, change management, project management, and numerous technical systems and applications. Employees use them to provide evidence of hard-earned skills and capabilities that can be leveraged into...

J.C. Paradise,CCXP's profile image

Blog Entry
Employee Satisfaction: The Covid-19 Metrics You Need to Know

Bill Gates said, “The coronavirus pandemic pits all of humanity against the virus.” And that about summarizes our current state. While it’s unifying how we’re faced with the same challenge, there’s significant variation among individual experiences. This is highlighted in the relationship...

Martha Brooke,CCXP's profile image

Blog Entry
Where should CX Report in an Organization?

Ask these 10 questions when deciding where the function of CX should report in an organization. I hesitated to write this article because if there’s one, there must be a hundred opinions on where the customer experience function should align in an organization. In my experience, I’ve heard...

Bob Azman,CCXP's profile image

Blog Entry
The Evolution of a Leader: Olga Budieri, CCXP, Drives CX Understanding in the Middle East

An Accidental Evolution “There’s a saying that ‘sometimes the best things in life are free.’ For me, the best things in life are accidental,” laughs Olga Budieri, CCXP . As a student at the University of Jordan, Olga initially studied chemical engineering, but soon shifted to...

Gabe Smith,CCXP's profile image

Blog Entry
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
By Member, For Member: We Need Volunteers!

One of the themes that emerged from our recent listening is the strong interest of CXPA members in opportunities to help CXPA do more, faster, with a greater number of voices included. Today we are announcing the availability of three new committee service opportunities: Diversity...

Mr. Greg Melia,CAE's profile image