Managing money is a serious affair for most organizations. In my environment it is said that money is “the nerve of war” and if you want a professional initiative to succeed in your organization, you should gain the support of the finance team. This wise advice is also true in the CX world. Like...
As we welcome 2023, we wanted to share some more information about CXPA's strategic direction, and help you understand the ways in which we are working to deliver more value to CXPA members from around the world. The two most important words on CXPA's strategic framework represent an organizing...
The late actor (who also did some other things) Ronald Reagan had a saying: “If you’re explaining, you’re losing.” Now, when it comes to popular politics, what he meant by that was that it’s important to keep your arguments simple: The more succinct you can make your point, the more likely...
Whether you are just beginning your career in CX or you’re a seasoned practitioner, data and metrics should be an important component of your program. Measuring the current state of your business and quantifying the impact of your CX efforts are key to your overall success and the ongoing...
Why are customer experience metrics our Number 1 challenge, year after year? When you understand how experience management metrics build upon one another, you can clearly see where you should focus. Like concentric circles, or a Russian doll , start with Earnings per Share...
It was October 2022 when the CX Book of Knowledge by CXPA was released, giving us all a great opportunity to be inspired, learn, and re-learn from other CX professionals' best practices, tools, and methods into the five core CX competency areas. In this blog post, I will give you a...
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