Alert: Meet the 2025 CXPA Board Slate here. Voting is now open for CXPA Members.
What is your business centered on? Investors, competition, innovation, or customers? The rule of the game is to follow the money. Sure, it comes from all these motives, but it springs from customers buying your offerings. When customers quit buying, all the rest becomes irrelevant. Centering...
Customer experience silos are kryptonite, weakening your super-friendly staff, touch-points and designs. Smooth customer experiences require silo-solving across the customer journey. If your company wants to become a customer experience super-power, standing out in your industry and reaping...
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. ...
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...
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...
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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...
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