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Library Entry
How to Get Buy-In from Decision Makers to Truly Improve Customer Experience

Getting buy-in and commitment for CX initiatives from executive leaders is key when it comes to driving real results for customers, but many CX leaders struggle with this. We surveyed 150 CX professionals to learn about their current role and situation: Are they getting buy-in in their...

CXPA Buy-In Whitepaper.pdf

Blog Entry
8 Questions to Assess Your CX Governance Structure

Over the course of my time at Temkin Group/XM Institute, I authored two reports focused specifically on the make-up and functioning of the customer experience (CX) team and the surrounding governance structures to support the team’s efforts. Since that time, governance continues to be a...

Aimee Lucas,CCXP's profile image

Blog Entry
Harness the Power of Data with CX Governance - 6 Tactical To-Dos

Anecdotal customer experience (CX) stories, when shared with employees and stakeholders, can be a great way to humanize and understand customers on a fundamental level. But we are now living in a business era when anecdotes simply won’t sustain long-term, organizational alignment around...

Stephanie Thum,CCXP's profile image

Blog Entry
2017 Customer Experience Resolutions

What’s new in 2017 customer experience management? Like most resolutions, what’s new is less about shiny objects and more about mastery of down-to-earth principles. It’s all about keeping your eye on the prize with a sensible plan. Tech gizmos may add excitement or ease, and...

Lynn Hunsaker,CCXP's profile image

Blog Entry
Customer Experience + Marketing: Pro’s & Con’s

What happens when the Chief Marketing Officer doubles as Chief Customer Experience Officer? Is it as natural and advantageous as the C-team expects? It all depends on motives and perspective. How Marketers Think of Customer Experience Marketing professionals think of customer experience in...

Lynn Hunsaker,CCXP's profile image

Blog Entry
We Hold These Truths: Implementing CX Governance

This guest post comes from Darin Byrne, Senior Director of Professional Services at Wolters Kluwer. It was originally posted the week of July 4. As the summer goes on and the Fourth of July approaches, I’ve found myself thinking once again about the principles that our nation was founded upon...

Jim Tincher,CCXP's profile image

Blog Entry
10 Silos Impact Customer Experience

Does your business have a silo detective? This might be the highest-ROI effort of your customer experience council, chief customer officer, chief operating officer — or better yet, every employee. Things that don’t make sense in the way business is done can almost always be traced to silo...

Lynn Hunsaker,CCXP's profile image