Alert: Meet the 2025 CXPA Board Slate here. Voting is now open for CXPA Members.
The US CXPA Insight Exchange in Phoenix proved to be a phenomenal place to relax and gain some awesome CX best-thinking in a beautiful setting! We were able to connect with our “tribe” and continue build our community of personal and professional cheerleaders and champions. The connections we...
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“Hard work does not guarantee success, but no success is possible without hard work” - Dr. T.P. Chia. This quote is applicable to school, work, sports, relationships and all sorts of life dimensions. But what needs to be done besides hard work to guarantee success? Opportunity, luck,...
In this article, we’ll explore how understanding the customer experience journey can help you make insightful discoveries that positively impact your bottom line. It’s All About Context A recent McKinsey article talked about how some companies struggle with collecting,...
An interesting Pop-up project called ‘Customer Advocates on Board’ is currently ongoing in Finland. The purpose of the project is to boost discussion about the significance of customer experience as a strategic topic for companies, with specific emphasis on its role in Boards of Directors. ...
Business-to-business customer experience management has certain complexities and advantages that need to be well understood by practitioners and vendors alike. All too often, it is assumed that B2B needs to be doing the same thing that B2C companies are doing, or that B2B companies are way...
There may be no other step in the CX journey that causes more angst among CX champions than having “the talk.” You know, the one where you go to your CEO and tell them about this great idea you have that’ll solve everything if you can just have a little seed money and a couple of co-conspirators...
The December 2015 issue of CRM Magazine included a single-page article from Forrester’s Harley Manning titled Can Better Customer Experience Improve Your Bottom Line? The answer to the question was YES, but it depends on the industry you are in and whether customers are trapped or free to...
That might seem like a strange question – especially from someone who gets paid to help companies along their CX Journey. But it’s an important one to ask. Here’s why: CX Design is different from other customer-facing initiatives. Advertising campaigns come and go. Promotions are short-lived...
Imagine, if you will, a tech support department that actually wants to speak with customers – not after they’re paid a fee, or you’ve booked an appointment, or you finally uncover a service phone number buried on its web site – while you’re still screaming.The customer experience at GoDaddy...
Recorded on location at the CXPA Member's Insight Exchange after Derrick's awesome opening day keynote speech. Derrick Hall Show Notes Derrick’s doctor made a mistake. That mistake ultimately saved Derrick’s life. In September 2011, he faced his greatest personal hump when he was...
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