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Blog Entry
Are Pre-Mortems and Post-Mortems Part of Your Work Plan?

In a post I wrote earlier this year about change and some of the learnings and takeaways from the pandemic and the business crisis that created, I noted that that we had/have a lot to learn. Here’s one of those takeaways that I haven’t written about yet: the importance of conducting pre...

Annette Franz,CCXP's profile image

Library Entry
Key Findings of the Motivator Insights Assessment Correlated to Critical Organizational Performance Metrics (Cravety)

Companies outperform the competition when their employees believe in the organization’s mission and can see that their own work contributes to the organization’s success. Building – and maintaining – an environment in which employees feel inspired to work hard and make a long-term commitment to...

Cravety Position Paper-Driving Critical KPI's.pdf


Library Entry
How to Get Buy-In from Decision Makers to Truly Improve Customer Experience

Getting buy-in and commitment for CX initiatives from executive leaders is key when it comes to driving real results for customers, but many CX leaders struggle with this. We surveyed 150 CX professionals to learn about their current role and situation: Are they getting buy-in in their...

CXPA Buy-In Whitepaper.pdf


Library Entry
The Virtual Leader’s Single Most Powerful Strategy for Productivity (Cravety)

COVID-19 has led us to a nosedive to the bottom of Maslow’s Hierarchy of Needs pyramid. At its core, this tried-and-true theory of human motivation suggests people are driven to engage in behaviors by a hierarchy of increasingly complex needs. Our sudden and massive shift to remote work...

Cravety White Paper-Virtual Leader.pdf


Library Entry
Key Findings of the Motivator Insights Assessment Correlated to Critical Organizational Performance Metrics (Cravety)

Companies outperform the competition when their employees believe in the organization’s mission and can see that their own work contributes to the organization’s success. Building – and maintaining – an environment in which employees feel inspired to work hard and make a long-term commitment to...

Cravety Position Paper-Driving Critical KPI's.pdf


Blog Entry
Leveraging CX to Seize the Opportunity When Competitors Merge

Two of your competitors are merging. You have two choices – wait and see what happens or aggressively try to grab as much market share as you can. What would you do? Psychology studies tell us that people are twice as risk adverse as growth oriented. However, the psychology tests...

Brian Doyle's profile image

Blog Entry
Emotional Intelligence Customer Experience Design

The Emotional Intelligence Customer Experience Design™ (EQCX) framework is used to unlock and sustain the emotional power in organizations. The primary driver in customer engagement and loyalty is emotion. Through leveraging this framework emotion can become a differentiating asset. The...


Blog Entry
2016 CXPA MIE Using Customer Emotions

Using the Forbidden Fruit of Customer Emotion to Fulfill Their Fantasies is going to be a shagadelic session. Come and join the fun at the Customer Experience Professionals Association, Member Insight Exchange ( CXPA MIE ). I decided to harness the energy and excitement of the Hump Day...


Blog Entry
Is Your Company ‘Ready’ for Customer Experience?

That might seem like a strange question – especially from someone who gets paid to help companies along their CX Journey. But it’s an important one to ask. Here’s why: CX Design is different from other customer-facing initiatives. Advertising campaigns come and go. Promotions are short-lived...

Patrick Dawson's profile image