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Did you miss this webinar? Check out the link below: https://www.cxpa.org/viewdocument/partners-in-cx-how-cx-leaders-can It’s never been more challenging for organizations to deliver unforgettable customer experiences (CX). Around 40% of customers will change brands...
One important facet of efficiency and positive CX is making it easy for Customers to deal with you and navigate your processes. The reason this is important is because corporations are necessarily defensive entities: we create processes to protect our organizations from risk and loss. That...
This post originally appeared at https://www.linkedin.com/pulse/big-mistake-people-make-ai-colin-shaw/ ) Artificial intelligence (AI) has been around for decades and mostly used in a science-fiction context. As a result, many people are either terrified of it or assume it is as inexplicable...
I once helped a company which made several different products and offered many different services build out a Voice of the Customer (VoC) program. Here were two mistakes they were making: Their first mistake was that they defined their Customers by their own products and services. One of the...
In 2018, $900 billion of the $1.3 trillion spent on digital transformation (DT) initiatives was wasted, with 70% of DT initiatives failing to reach their goals. Still, CEOs and senior executives ranked DT as their top concern for their 2019. This puts customer experience (CX)...
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This study, the first of its kind in India, aims to understand how effortful Indian consumers find their service providers. In this first edition, we look at four of the largest consumer segments of the Indian market: Retail, Telecom, Insurance, and Banking. #CXStrategy #2018
Terragni_Making It Easy – The India EAS Index_2018 Summary.pdf
This article first appeared at https://www.linkedin.com/pulse/experience-customer-amy-shioji-ccxp/ As I’ve settled into a new customer experience (CX) role over the last year, I’ve thought a bit about my CX journey and the way organizations often react to introducing CX into the corporate...
CXPA Board Chair Bob Azman, CCXP , recently appeared on The CX Leader Podcast with Steve Walker to talk about considerations for delivering better customer experiences around the world. While acknowledging the importance of implementing consistent brand elements when operating globally,...
Strategic planning is critical to every successful organization, on multiple levels. No matter if planning activity happens in an overarching, organizational sense, or in team- or client-specific scenarios, leaders have to make important decisions toward achieving a desired future business state...
One of the things I really like about being a consultant now after having been in the trenches for four years as a federal agency customer experience leader is coaching people on how to socialize the concepts of customer experience as a management discipline within their respective agencies....
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