Join the global CX Day celebration Tuesday, October 3. Get at the details at cxpaglobal.org/cxday.
As a kid, music unceasingly filled our home. My brothers & I were blessed with parents who understood the impact of music – we listened to every genre & they taught us “Behind the Music” well before VH1 existed. One band that got more airtime than any other was The Grateful Dead. The...
Yesterday my family made our annual trip to Wrigley Field to watch our beloved Cubs win 17-3 vs. the Nationals. While I was sitting there (keeping score, like my Grampa taught me) with my Dad, my husband, & my three sons - I was flooded with CX lessons: Connection to the physical space :...
I was speaking with a friend recently who had some car trouble. Hers is a fancy car (much more fancy than mine ) and she’s used to having concierge-type service and treated very well by her car company when she needs help. However, on this instance, her experience with the tow-truck driver...
I’m not saying I’m a big shot or anything, but mine is a luxury car. Okay, to prove I’m not a big shot, I’ll concede that it’s the entry-level first-time-buying-a-luxury-car model from a certain German automaker. And , I bought it a while ago. I’ve had it for a while. So yes, boujie I’m...
Companies are investing heavily in digital transformation, with a Research and Markets report projecting the global market to be just over $1 trillion USD by 2025. Why? The top reasons include increased operational efficiency, employee productivity, and the ability to deliver better customer...
For those interested this was a wild bit of fun in the past week .. I interviewed ChatGPT abut journey orchestration on my www.TalkingCX.com podcast https://www.mcorpcx.com/articles/journey-orchestration-demystified-an-interview-with-graham-clark-and-chatgpt Welcome to...
It was October 2022 when the CX Book of Knowledge by CXPA was released, giving us all a great opportunity to be inspired, learn, and re-learn from other CX professionals' best practices, tools, and methods into the five core CX competency areas. In this blog post, I will give you a...
Recently Jim Ryan and I gave a talk to AAA leaders about customer-centered innovation… We included 5 discussion topics leaders at any level could use... with your board, your executive team, or your whole org. All are open-ended designed to help you stimulate dialogue, rather than get...
Done right, Proactive Customer Engagement makes it easy for customers to engage with your brand, and it improves customer experience in the process. Other outcomes and common measures of greater customer engagement include: Value, measured by increased share of wallet, overall spend,...
If your journey mapping efforts are falling short, odds are that one of these 4 gaps are to blame. Journey mapping is one of the core tools in the customer experience professional’s tool kit—and with good reason; they help organizations understand what the customer experience is and what...
Platinum
Gold
Silver
Bronze
CX Day Sponsor