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As we all prepare to say farewell to a year like no other, CXPA offers a look at the top 5 posts that you were reading in 2020: from a husband-and-wife CCXP duo, to a community moving forward together in the midst of a pandemic, and to reasons why an investment in yourself is never a bad...
“Terrified. Mortified. Petrified. Stupefied”, so said Russel Crowe’s character, John Nash, in the movie, A Beautiful Mind. And so, I am (am I)! Here’s a sampling of my recent experiences with a broad range of companies across a wide range of industries (consumer goods; automobiles; business...
I was running some reports last week when I noticed something interesting: a CXPA member with the name of “ Mr. Kris Kringle .” As this is the holiday season in many parts of the world, and the name “Kris Kringle” is the alias of the one and only Santa Claus, I had to learn more. The only...
In the U.S., there’s no shortage of special interest groups that want to get the attention of the Biden-Harris administration right now. From immigration to trade to animal rights, the asks and recommendations have been flying. Recently, Forrester, a consulting firm that has government...
In 1620, Francis Bacon broke with the conventions of his time by articulating a new approach to investigating nature. It’s what we now call the Scientific Method, a way of thinking which remains the gold standard for how we comprehend the world today. Instead of looking to fate or mysticism...
In a post I wrote earlier this year about change and some of the learnings and takeaways from the pandemic and the business crisis that created, I noted that that we had/have a lot to learn. Here’s one of those takeaways that I haven’t written about yet: the importance of conducting pre...
The evidence is clear. Implementing a good customer experience strategy helps companies boost customer engagement, loyalty and their financial performance. This has been confirmed in multiple research studies by leading experts such as McKinsey, Forrester and KPMG . The more useful...
With all due deference to Matt Dixon , sometimes “effort” is a tricky thing to define. I worked with one team that ran around and around about it constantly it seemed. Matt’s Customer Effort Score (CES) metric basically asks the Customer to rank his or her satisfaction with the amount of...
The world lost a CX visionary last week when former Zappos CEO Tony Hsieh passed away at age 46 . Heartfelt tributes have been posted on social media and in numerous articles from all corners of the globe that showcase the reach and impact of this customer-centric leader. In "The...
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The information expressed in this blog reflect the personal views of Gregorio Uglioni. As the head of Business Excellence and Customer Experience for Swisscard, Gregorio Uglioni, CCXP, works daily to transform, digitize, change and disrupt the banking environment at all levels of the...
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