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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


Library Entry
CA’s CX Transformation: The Quest for Loyalty and Growth (Sponsored Webinar by Medallia)

We know that happier customers are more loyal, which means better business outcomes, but how do companies make the leap to become truly customer-centric and drive business growth with a customer experience strategy? Faced with the challenge of revitalizing revenue growth in a rapidly changing...

CXPA Sponsored Webinar by Medallia_ CA’s CX Transformation_ The Quest for Loyalty and Growth.mp4

Medallia'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...


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...


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...