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The 'meet our team member' moment your customers may be missing out on

I am sweating as I write this. Not because I’m anxious or worried about getting it done. Because earlier this week — right in the middle of a heat warning — our air conditioner broke down. I am currently living through day three of sweltering at the keyboard. This is relevant because, over...

Mr. Shane Schick's profile image

Blog Entry
Why Krispy Kreme's customer experience tactics are anything but half-baked

Here’s the basic customer journey for getting a Krispy Kreme doughnut: you develop a craving after becoming hungry. You go to the nearest doughnut shop (which are almost always open, even in lockdowns, if they serve coffee). You pick out your preferred flavour, pay, and then begin eating. Not...

Mr. Shane Schick's profile image

Blog Entry
UnionBank--Digital Transformation Spurs Excellent Experience

The banking sphere was not spared from the implications of COVID-19 with a myriad of issues to resolve. With branch closures, remote working, and increasing customer expectations, most banks’ digital transformation accelerated beyond everyone’s imaginations. Traditional, often-antiquated...

CXPA Admin's profile image

Blog Entry
The Growth of Private Messaging Customer Communications—and Implications for CX Pros

I recently read a fascinating report from Conversocial —“The State of CX Trends 2021 .” In it, the authors share results of a study that sampled over 2,000 U.S. and EU consumers, as well as over 100 CX professionals, to better understand how customer communication needs have changed over time,...

Gabe Smith,CCXP's profile image


Blog Entry
CX is Only as Good as the Last Mile

This post originally appeared at Vector-BN . We live in a world of 3rd party enablers that assist companies and some of the brands we love to bridge the gap between their traditional business models and the needs and desires of the customers they serve. These 3rd party companies are happy to...

Brad Smith,CCXP's profile image

Blog Entry
It's the little things

I’ve noticed that, when I write about CX or speak with other CX professionals, I often tend to append my anecdotes about my own experiences with something like, “Well, now, this wasn’t a huge deal, but...” or, “Of course, it’s not the end of the world, but ...” I see many other CX leaders do...

Nicholas Zeisler,CCXP's profile image

Blog Entry
Full-measures and half-measures

I used to work out at a gym that had a bothersome, but almost comedic tendency: Whenever a piece of equipment broke down, someone would diligently and swiftly mark it with an “Out of Order” sign. The particular machine would usually sit like that (broken, that is) for weeks on end. Now, part...

Nicholas Zeisler,CCXP's profile image

Blog Entry
Don't confuse your system with reality

Improving our processes is hard work. There’s a lot of research and thinking that goes into the exercise of getting better at what we do. Add to that the complexities and politics of change management—especially if your organization is large and/or well-established—and it can be daunting for...

Nicholas Zeisler,CCXP's profile image

Blog Entry
Don't let your most valuable resource go

I’m blessed to have been recruited to work in the field of Customer Experience. I came to the practice of CX via Process Engineering (Lean Six Sigma, or LSS). Using PE to better our CX is an incredibly fulfilling use of a legacy approach to improving what we do. Years ago, before I was...

Nicholas Zeisler,CCXP's profile image