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CXPA Roundtable Discussion: Death of the Survey?

Are surveys as CX Pros know them dead? Are they dying? Or are they alive and evolving? CXPA is excited to host 2020’s first, members-only educational roundtable to explore these questions and more. We’ll begin with a 30 minute panel discussion featuring CXPA members and experts, then open the...

 02-26-2020 | 03:00 PM - 03:45 PM ET

Blog Entry
Sweetening the Pot or Souring It? The Impacts of Score Begging and What CX Pros Can Do About It

It was hard to miss the yellow hand-written sign posted directly above the cash register. “Chance to win 1 of 3 gift cards,” someone had written in green magic marker. Three cards were in the offing, two $10 cards and a $5 card, and the sign’s author had detailed a two-step process to be...

Gabe Smith,CCXP's profile image

Library Entry
Feedback as a Service (CXPartners)

Feedback as a Service (FaaS) Our Managed Services Offering Voice of the Customer (VoC) Strategy Development We help you define your customer feedback strategy to ensure that what you learn from your clients is acted upon, integrated within your culture, and effectively communicated to all...


Library Entry
The 2017 Voice of the Customer Practices Inventory (CX Solutions)

OBJECTIVES: ✓ Determine how member organizations go about listening to and learning from the Voice of the Customer ✓ Gauge members’ perceptions of the overall success of their Voice of the Customer (VoC) programs ✓ Relative to ten areas that are key to VoC program effectiveness: ▪ Determine...

CXPA _VoiceoftheCustomer_InventoryReport_July 2017.pdf

Blog Entry
5 Radical Changes to VoC of the Future to Achieve ROI Maturity

What's the greatest challenge Voice of the Customer (VoC) managers face? Low survey response rates, capturing feedback at all important touch-points, selecting the right scales and questions, integration of customer data across systems, connecting the dots across VoC sources, linking VoC with...

Blog Entry
Value Chain Solution to VoC ROI

Voice-of-the-customer (VoC) ROI can be elusive unless you’re adamantly driving customer experience transformation. The key to VoC maturity and ROI is not sophistication or breadth of market research. It’s about viewing VoC itself and VoC actions and metrics as value chains. What is a value...

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
New Wisdom for Voice of the Customer

Voice-of-the-Customer is central to most customer experience strategies. Find out what the customer thinks and increase the number of voices in favor of your brand. The excitement of hearing from the customer is usually high, at least the first couple of rounds. Then trends are established and...

Blog Entry
2016 CXPA MIE Using Customer Emotions

Using the Forbidden Fruit of Customer Emotion to Fulfill Their Fantasies is going to be a shagadelic session. Come and join the fun at the Customer Experience Professionals Association, Member Insight Exchange ( CXPA MIE ). I decided to harness the energy and excitement of the Hump Day...