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Aligning Employee Recognition to Your CX Strategy

A fundamental truth that shapes how employees behave at work is People do what is measured, incented, and celebrated . So, if your organization is struggling to understand why it isn’t delivering a better customer experience, it might be time to review what metrics get the most attention and...

Aimee Lucas,CCXP's profile image

Blog Entry
Bringing CX Home—How CCXPs Brad and Stephanie Linville Grew Together in their Career Journey

“Who wants to start?” I ask. “He’s older,” laughs Stephanie Linville, CCXP. Her husband Brad Linville, CCXP, agrees. “I started my career first, so I should probably go first,” he says. His CX journey began 30 years ago when he joined Indianapolis-based Walker Information in the early ...

Gabe Smith,CCXP's profile image

Blog Entry
Six Tips to Plan for and Respond to a Failure to Deliver on Customer Expectations

“I’m sorry. We cannot meet the availability date that we promised you.” These are words no one wants to say. However, due to business process failures or unforeseen external factors, every business will eventually face being unable to deliver on customer expectations that they had agreed to meet...

J.C. Paradise, CCXP,CCXP's profile image

Blog Entry
Comcast Upgrades Its CX to Build Comforting Connections: CX Vice President Diana Anderson Channels the Process

2020 goes down as the year when “connection” was redefined. In a time when COVID-19 isolated many of us in our homes, connecting to the workplace expanded beyond technical ties to emails and databases to instead reference our psychological understanding and solidarity with colleagues and...

Gabe Smith,CCXP's profile image

Blog Entry
On the Move--Celebrating Your Career Successes in May 2021

Want us to celebrate your career accomplishment? We want to hear from you--just fill out this form . Here are some CX pros who were on the move in May: Top Row, L-R: Bruno Guimaraes , Chief Customer Officer and CMO, SoluCX Adriana Piazza, CCXP , Head of Customer Experience,...

Gabe Smith,CCXP's profile image

Blog Entry
Lewis Taylor's Military Service Prepped Him for CX Trenches at Dropbox

Sometimes ensuring a memorable customer experience can seem like a complex military operation. Shifting targets. High pressure. Skilled teamwork. Tight budgets. Tighter timeframes. Unexpected setbacks. A worthwhile mission. That description likely resonates with Lewis Taylor, a 17-year U.S....

Gabe Smith,CCXP's profile image

Blog Entry
UnionBank--Digital Transformation Spurs Excellent Experience

The banking sphere was not spared from the implications of COVID-19 with a myriad of issues to resolve. With branch closures, remote working, and increasing customer expectations, most banks’ digital transformation accelerated beyond everyone’s imaginations. Traditional, often-antiquated...

CXPA Admin's profile image

Blog Entry
Steal from this retailer to improve your post-pickup customer feedback survey

This is what it takes to get a pair of running shoes in mid-2021: You ride the subway downtown to the Eaton Centre, the most central shopping mall in Toronto. You approach the security guard standing at the door and show him the e-mail with your order receipt. He then tells you which of the ten...

Mr. Shane Schick's profile image

Blog Entry
7 Customer Experience Goal Silos Are Gotchas

Got it made with loyalty programs, voice-of-the-customer, first contact resolution, and CRM (customer relationship management)? Get a close look at the cost-benefit ratio, and an even closer look at the portion of those costs incurred to deal with your company’s and partners’ mis-steps that...

Lynn Hunsaker,CCXP's profile image

Blog Entry
Regulation as a CX opportunity

As a CX consultant and Fractional Chief Customer Officer, at times I’ve had clients and worked with companies in highly-regulated industries; from healthcare to insurance as well as others. In the online webinar panels I moderate, I also come across senior leaders at companies in these sorts of...

Nicholas Zeisler,CCXP's profile image