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In a recent LinkedIn Live event presented by CXPA and NPSx by Bain and Company, CX leaders shared their insights and experiences on the journey of a CX roadmap assessment. Diya Sikka , Director of NPSx, kicked off the program by outlining the chief goal behind such an assessment: creating a...
This article is an upcoming part of How to Focus on the Most Profitable Segment for Maximum Growth Potential: Step-by-Step Guide Imagine a sunny day at the beach, where a skilled surfers stand on the shore, gazing out at the vast ocean. With a determined look in their eyes,...
Strategies that start with the customer set the stage for daily behaviors that are customer-centric. Ironically , most strategic planning templates, consultants’ models, and business and marketing textbooks begin with other topics. (!) They address serving a customer need much later in...
Artificial Intelligence (AI) has been transforming various industries, and the customer experience (CX) landscape is no exception. In a recent LinkedIn Live event on AI in CX, I was joined by Nick Delis of Five9 for a conversation that highlighted the importance of striking a balance between...
This article is an upcoming part of The Art of Staying Focused on the Right CX Strategy to Reach Success Developing a business case for a Customer Experience Strategy is like riding a surfboard on the ocean. Just like a pro surfer anticipates the next wave and adjusts their...
Imagine yourself as a surfer on a beautiful beach, waiting for the perfect wave to ride. The ocean is vast and full of waves, but only a few are worth catching. You must remain focused, scanning the horizon for signs of the right wave.🏄♀️☀️🌊 In the distance, you spot a pod of dolphins...
CXPA recently hosted a sponsored webinar by WNS focused on "Transforming Retail by Leveraging Digital," which aimed to illuminate the key strategies, tools, and practices that can empower CX pros in retail to harness the full potential of digital innovation. Joining me for this conversation were...
Lights, camera, action! Just like the movie director uses the three-act structure to captivate audiences and create an unforgettable experience, business can use this same approach to deliver powerful presentations that will engage their audience. It's like watching a great screenplay unfold...
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...
Customer Experience (CX) and Marketing are two of the most important foundations for achieving success. They must be integrated to ensure that businesses can survive in today’s competitive market and drive a Return On Investment (ROI). CX and Marketing are like the two wings of a bird. Just as a...
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