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CX, the metaverse and everything

This post was published here first for the benefit of CXPA members but will also appear on 360 Magazine . Most earnings calls are opportunities for investors to vent their frustrations, for financial analysts to ask tough questions and for CEOs and CFOs to explain themselves. In Facebook’s...

Mr. Shane Schick's profile image

Blog Entry
The 5 Sensei of Customer Experience

Nope, there is no typo…I do mean Sensei. According to Wikipedia : Sensei, Sinsang, (Sonsaeng/Seonsaeng equivalent in Korean) or Xiansheng (先生) is an honorific term shared in Chinese, Korean, and Japanese honorifics that is translated as “person born before another” or “one who comes...

Mr. Amit Gupta,CCXP's profile image

Blog Entry
Which is truly king: the customer or the kiosk?

Count me among the witnesses. Here in Canada, the largest pharmacy in the country is Shopper’s Drug Mart, where for the last few years there has been a steady move to deploy self-checkout kiosks next to the cashiers. It’s typically been up to the customer whether or not to use them — though some...

Mr. Shane Schick's profile image

Blog Entry
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