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Seeking passionate CX professionals to help celebrate CX Day 2021

Each year on the first Tuesday in October, the worldwide Customer Experience community takes time to celebrate the importance of customers, customer experience, and customer experience professionals. Everyone is welcome to participate, and the Customer Experience Professionals Association (CXPA)...

Gabe Smith,CCXP's profile image

Blog Entry
Set your CCO up with authority

Recently I wrote about a friend of mine, a Chief Customer Officer who was struggling with breaking through to her leadership colleagues the importance of taking action to improve the organization’s CX. Her frustration, I surmised, was rooted mostly in a lack of support from her CEO, who,...

Nicholas Zeisler,CCXP's profile image

Blog Entry
CX, the metaverse and everything

This post was published here first for the benefit of CXPA members but will also appear on 360 Magazine . Most earnings calls are opportunities for investors to vent their frustrations, for financial analysts to ask tough questions and for CEOs and CFOs to explain themselves. In Facebook’s...

Mr. Shane Schick's profile image

Blog Entry
Connecting the Dashboard Dots for a Better Customer Experience

In 2013, Oracle conducted a research study among executives regarding the state of their customer experience initiatives. The study found that while 91% of the respondents wished to be a CX leader in their industry, only 37% said they were just getting started with a formal CX initiative and 20...

Bob Azman,CCXP's profile image

Blog Entry
Canadian Catherine Gauthier, CCXP: Design Thinking Approach Ensures Customer Experience Relevancy in Real Time

Catherine Gauthier, CCXP , has always had a line on what makes call center workers click, and her penchant for innovation and listening to the customer voice has led her to adapt to ever-changing customer experiences and expectations quickly. Now the leader of customer experience (CX) at...

Gabe Smith,CCXP's profile image

Blog Entry
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'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