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Blog Entry
How Customer Experience Excellence is a Team Sport

When people look at an end-to-end customer journey map, the severe need for extensive collaboration is obvious. Regardless of your awesome VoC, CRM, UX, DX, CS, NPS, etc., your company’s customer experience will always be fundamentally robust or risk-prone per the degree of collaboration in-play...

Lynn Hunsaker,CCXP's profile image

Blog Entry
The Sea and The Shore: How to Use a Prioritization Matrix to Drive Lasting Experience Improvement

“I AM FOREVER walking upon these shores, Betwixt the sand and the foam, The high tide will erase my foot-prints, And the wind will blow away the foam. But the sea and the shore will remain Forever.” Now, more than ever, the opportunity presented to...

Barbie Fink,CCXP's profile image

Blog Entry
Why Customer Focused Employees are Key to an Organization

Organizations have Goals and Objectives ( OKRs ). They have KPIs ( Key Performance Indicators) to support the OKRs ( Objectives and Key Results ) and all these flow from the Top of the Organization. Employees at the bottom of the Pyramid are expected to Execute in a way that KPIs are always...

Mr. Rajith Nair,CCXP's profile image

Blog Entry
Is creating a great employee experience a waste of time and money?

Organisations that understand the link between happy engaged employees and happy engaged customers will exceed in the experience economy. Yet Customer Experience (CX) and Employee Experience (EX) strategies are often not aligned to the detriment of both employees and customers. Forrester...

Rebecca Wilson,CCXP's profile image

Blog Entry
Awesomease

Does your team speak Awesomease? Never heard of Awesomease? 🤔 Well, here you go then… Every now and then we all experience a product or a service that puts your mind at ease by simply being awesome. We love the experience so much, that we go around town talking about it. We...

Mr. Amit Gupta,CCXP's profile image

Blog Entry
10 Tips for Communicating with Customers Through Crisis

At the beginning of the pandemic, amongst the barrage of COVID-19-related emails I received from various companies (Hello, “unsubscribe”), one stuck out as noteworthy: an email from my mortgage company titled “ Important Coronavirus Information about Your Loan ”. Curious, I opened it, only to...

Amy Shioji,CCXP's profile image

Blog Entry
Oops, we did it again! We’re solving the wrong problem with employee workplace experiences.

Oops, we did it again! We’re solving the wrong problem with employee workplace experiences. When the pandemic began, restaurants, to survive, had to convert overnight to take-out and drive-up options for their customers. Some restaurants simply took their in-person menus and put the food...

Bob Azman,CCXP's profile image

Blog Entry
Aligning Employee Recognition to Your CX Strategy

A fundamental truth that shapes how employees behave at work is People do what is measured, incented, and celebrated . So, if your organization is struggling to understand why it isn’t delivering a better customer experience, it might be time to review what metrics get the most attention and...

Aimee Lucas,CCXP's profile image

Blog Entry
Defining and Communicating Your Intended Customer Experience

Emotions play a huge role in the overall customer experience. Many would argue that emotions are really the foundation of the experience and drive advocacy and future purchase decisions. I’m fully on board with that. So the question then becomes, “What do you want customers to feel as they...

Annette Franz,CCXP's profile image

Blog Entry
Why is joy important at work?

You’ve probably heard this Richard Branson quote: “If you look after your employees, they will look after your business”. Here’s another of his that we also love: “If you aren’t having fun, you’re doing it wrong”. We believe these two quotes sum up why people need to experience joy at work. ...

Ms. Ozge Koca's profile image