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Our Most Viewed Posts of 2020

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...

Gabe Smith,CCXP's profile image

Blog Entry
Please! Experience Your Customer’s Experience!

“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...

Bob Azman,CCXP's profile image

Blog Entry
Ho, Ho, Ho--CXPA Member Spotlight of...Kris Kringle?!

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...

Gabe Smith,CCXP's profile image

Blog Entry
About that Call for a U.S. Federal Chief Customer Officer…

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...

Stephanie Thum,CCXP's profile image

Blog Entry
Customer Experience Science

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...

Martha Brooke,CCXP's profile image

Blog Entry
Are Pre-Mortems and Post-Mortems Part of Your Work Plan?

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...

Annette Franz,CCXP's profile image

Blog Entry
3 Things That Really Matter in your Customer Experience Strategy

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...

Ms. Ozge Koca's profile image

Blog Entry
Your CES isn't telling you enough

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...

Nicholas Zeisler,CCXP's profile image

Blog Entry
CXPA Members Reflect on the Legacy of Tony Hsieh

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...

Gabe Smith,CCXP's profile image

Blog Entry
Gregorio Uglioni, CCXP, Brings CX to the Credit Card Industry in Switzerland

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...

Gabe Smith,CCXP's profile image