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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

Blog Entry
4 Lessons We've Learned About Online Customer Reviews

Online customer reviews have always been a fantastic source of customer feedback and competitive intelligence. Now, there are more customer reviews to synthesize than ever before. In 2020, at the onset of COVID, as shoppers moved into isolation and started buying online for almost...

Stephanie Thum,CCXP's profile image

Blog Entry
On the Move--Celebrating Your Career Successes in April 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 April: Top Row, L-R: Sherrie Austin, CCXP : Sr. District Sales Manager, NICE inContact Nancy Flowers, CCXP : VP of Insights &...

Gabe Smith,CCXP's profile image

Blog Entry
Don't abandon your Chief Customer Officer

I was recently speaking with a friend who’s a Chief Customer Officer. She was in good spirits but nonetheless was lamenting a bit about her colleagues: “It’s like I feel I have to defend my existence sometimes,” she said. Oh, boy, have I been there. My career has included time within PMOs,...

Nicholas Zeisler,CCXP's profile image

Blog Entry
Congratulations & Thanks to These CX Leaders

Noted management thought leader Jim Collins asserted in Good to Great that the first step to achieving greatness is to “ get the right people on the bus ” – people committed and aligned to achieving excellence together. We are thankful and proud to share the most recent additions to CXPA...

Mr. Greg Melia,CAE's profile image