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Your CES isn't telling you enough

With all due deference to Matt Dixon , sometimes “effort” is a tricky thing to define. I worked with one team that ran around and around about it constantly it seemed. Matt’s Customer Effort Score (CES) metric basically asks the Customer to rank his or her satisfaction with the amount of...

Nicholas Zeisler,CCXP's profile image

Blog Entry
Customer Experience Indexes: Modern Thinking

Why are customer experience indexes powerful? To paint a concise picture of growth strength. An index is like an executive summary of your voice of the customer research. It says: overall, our propensity to grow is increasing or decreasing. One size does not fit all. There are many types of...

Lynn Hunsaker,CCXP's profile image

Blog Entry
Lead and lag measures

You know I’m all about metrics and measures. One of the things that made entering the CX profession so attractive to me was that this is a field of study that’s not only based in numbers, it’s starving for people who have an affinity for measuring. CX is a study that’s founded on...

Nicholas Zeisler,CCXP's profile image

Blog Entry
Webinar Review: Building a CX Business Case for your CFO

Webinar title: Building a CX Business Case for Your CFO You need to create a business case for your CX team and present it in a few weeks' time to your CFO and other key stakeholders. On the one hand, you know that your CX team has earned back its investment many times over in the...

Ms. Taylor Barbieri's profile image

Blog Entry
(To whom) would you recommend this game? Contextualizing NPS for better insights

I started a habit this summer of having my breakfast on my back porch and browsing through #reddit. During this morning's reading, I discovered a new subreddit (message board) called r/shouldibuythisgame where video game enthusiasts solicit feedback about specific games to see if they are...

Jennifer Wright,CCXP's profile image

Blog Entry
Be careful what you measure!

I recently fielded a question from someone regarding moving NPS ratings from 8s to 9s. I asked why that was important. It was noticeable that the question was posed in terms of numerical scores, rather than moving Passives to Promoters , so I was curious. Digging a little further I found...

Nicholas Zeisler,CCXP's profile image

Blog Entry
More on CX ROI: Save AND make money

I have written previously a couple times about return on investment for CX. In fact, there are volumes of articles and books written about it. It’s almost as though there’s a sense of having to prove ourselves as CX professionals constantly. Now, in previous professional lives, I’ve been...

Nicholas Zeisler,CCXP's profile image

Blog Entry
Model for Sustained Customer Experience ROI

Proving strategic impact on your organization's success is a key to career mobility and customer experience maturity. A close look at the most prevalent customer experience practices reveals that we’re “putting the cart before the horse” with near-brute-force on business results (referrals,...

Lynn Hunsaker,CCXP's profile image

Library Entry
Partners In CX: How CX Leaders Can Team-Up with Contact Centers to Demonstrate the ROI of CX (Webinar Presented by Zendesk)

CX programs must show return on investment to their senior leaders--and contact centers can be an essential partnership in making this happen. Changes made in customer-facing processes can have major cost-reduction and revenue generation outcomes while improving pain points across the customer...

CXPA Webinar Presented by Zendesk_ Partners In CX_ How CX Leaders Can Team-Up with Contact Centers to Demonstrate the ROI of CX.mp4

Zendesk's profile image

Blog Entry
Improving CX: UP and IN

It’s not always easy to get through the din of corporate metrics. But as a CX professional, it’s our responsibility not only to take them seriously ourselves, but to drive awareness and interest in them within our organizations. With financial and operational KPIs front-and-center, Chief...

Nicholas Zeisler,CCXP's profile image