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...
We recently swapped service providers here at home for one of our communication services. The entire experience was a headache and we almost immediately regretted making the switch from our previous provider. What was so frustrating was that, no matter where we went to look for help, be it...
This post will appear later on 360Magazine.com. It appears here first as a courtesy to CXPA members. It’s become one of my biggest pet peeves: I place an online order, and immediately after (or sometimes even before ) getting an e-mail confirmation, I get a separate e-mail from the company...
I recently wrote about how important it is that brands not just be competent in delivering the products or services they provide to their Customers. From perusing your website, to making a selection there or in a physical location, to paying, to delivery, use, and re-purchase, Customers...
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