Customer experience savings are NOT about automation or slashing value to customers! That’s a recipe toward many unexpected costs. Whenever you think about savings, think about value expansion. Your enterprise goals are to continually increase value to investors, so by definition, you must...
CX Leaders Advance just wrapped up yesterday at the beautiful Rosen Shingle Creek hotel in Orlando, Florida. Check out what CXPA members were sharing about the event on social media: Megan Burns BT Gregson, CCXP Judy Bloch, CCXP #2023 #featured
In the world of business-to-business (B2B) CX, understanding the differences between B2B and business-to-consumer (B2C) interactions is crucial. Recently, Bain & Company’s Rob Markey joined Martha Brooke, CCXP, and other members of CXPA’s B2B CX community for a discussion around the unique...
I’m not saying I’m a big shot or anything, but mine is a luxury car. Okay, to prove I’m not a big shot, I’ll concede that it’s the entry-level first-time-buying-a-luxury-car model from a certain German automaker. And , I bought it a while ago. I’ve had it for a while. So yes, boujie I’m...
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 recently on the move: First Row, L-R Alicia Gray , Vice President, Enterprise Customer Experience, Robert Half Aneesh Kammath ,...
You know that I’m big into walking in your Customers’ shoes. I write about it all the time and it plays a huge part of the book . But you’ve got to go into it with the right frame of mind. It’s not practical to expect you can shed all your priors and blinders, but you’ve got to assert...
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 recently on the move: First Row, L-R Edward Lopez SVP, Small Business Segment Integration & Client Experience, Truist Wendi...
I wrote recently about an interaction I had with a support representative in which I told her I was sorry that she was working for a brand that disrespected her enough to preclude her from being allowed to help me. I’m not sure if she appreciated that I was being honest and sincere in my...
With the growing complexity and competitive landscape in capturing prospective buyers' attention, it is more critical than ever to focus on deepening customer relationships. As customer experience (CX) professionals positioned at the heart of a business, we have a huge opportunity to make a...
Register Today It is said that leadership is best developed when there is a purposeful process for leadership development led by experienced guides in a conducive environment. In that spirit, CX Leaders Advance is an intentionally designed process to engage Chief Customer Officers,...
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