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Reasons to read and share

LinkedIn, Medium, tons of CX blogs and websites, including the Customer Experience Professionals Association (CXPA), Customer Think , and others, are all great sources of information for those looking to expand their knowledge and understanding of Customer Experience. There are insights...

Nicholas Zeisler,CCXP's profile image

Blog Entry
CXPA Announces 2021 Innovation Award Finalists

Now in its 10 th year, the Customer Experience Professionals Association’s annual CX Innovation Award is presented to organizations/brands that do not sell customer experience products/services that have implemented innovative and successful customer experience initiatives. As the industry...

Gabe Smith,CCXP's profile image

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Gene Lee, CCXP, Drives CX Alignment as Mailchimp’s CXO

Atlanta native Gene Lee, CCXP , is a designer at heart. “CX professionals take interesting paths,” he says. “If you look at my career trajectory, it started in classical gra phic design and medical illustration. Over the years, my work has ranged from leading corporate branding to...

Gabe Smith,CCXP's profile image

Blog Entry
Shouldn't we know better?

Let’s start today with a couple of anecdotal experiences: Anecdote 1: It seems every time I pay in cash (who does that?), this happens: The cashier, when returning my change lays the bills down in my palm, and then pours the coins over top of them. This means that, to put the change away,...

Nicholas Zeisler,CCXP's profile image

Blog Entry
CX for SaaS

I’ve done some work with some folks in the software as a service (SaaS) space and have lots of colleagues and friends who are also working there. Whenever I talk with them about Customer Experience, I always chuckle when the conversation turns to the Voice of the Customer. Often when...

Nicholas Zeisler,CCXP's profile image

Blog Entry
Are you ready to help CX bloom?

Happy April! As we welcome a new month and quarter, I am excited to share that CXPA is bursting with opportunities to truly advance the customer experience profession. But, like great CX itself, a strong holistic team effort will be key to success. Here are a few current opportunities for you...

Mr. Greg Melia,CAE's profile image

Blog Entry
Who Made a Career Move in March 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 March: Top Row, L-R: Gary Batroff, CCXP : VP, North America Partnerships at Thunderhead Janelle Mansfield : VP, Customer Success and...

Gabe Smith,CCXP's profile image

Blog Entry
Why is a Great Customer Experience So Elusive for Some Organizations?

It never ceases to amaze me how some organizations just don’t get “it” yet. The “it” is a better customer experience. Here are a few recent examples that exemplify my point. A top seller of home security cameras sends two cameras in separate packages both with missing parts. When I...

Bob Azman,CCXP's profile image

Blog Entry
For CX, Where is not as important as What and Why

Where a CX function is located within a company is a frequent discussion topic among CXers. I’ve been thinking about this recently and, while obviously each company is unique and every situation different, it occurs to me that where a CX function resides isn’t nearly as important as is ...

Nicholas Zeisler,CCXP's profile image

Blog Entry
Patching the Leaky Bucket: Satisfice, Remediate, Improve

It may be a trite and overused metaphor, but everyone knows what I am talking about: lost customers. Churn, defection, leakage – call it what you may, lost customers translate into lost value for a company. Lost customers represent lost profits and cash flow today and tomorrow, depressing the...

Howard Lax's profile image