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How will businesses handle the new wave? Our increasingly digital world, with its rapid growth in e-commerce, has led to a meteoric jump in customer support requests. The question is: how will businesses handle this new wave? Joe Jorczak, Yext 's Head of Industry for Service ...
In late October and early November, CXPA surveyed the CXPA community to check in on the current impacts of the COVID-19 pandemic on CX professionals from around the world – a follow-up to a similar survey that was conducted in July . We heard from more than 300 respondents. 75% continue...
Want us to celebrate your career accomplishment? We want to hear from you--just fill out this form . Here are some CX pros who were on the move in November: Top Row, L-R Christine Walker , CCXP, UXC, VP, Service Design, Consumer at M & T Bank Sandra Watson , Senior...
A CX leader’s first twelve months in a new CX assignment are critical to success. While there is much anecdotal guidance available to these leaders as they take on new roles, CXPA believes that a research-based approach is necessary to ensure independent, consensus advice that can be trusted...
You’ve heard this before, right? “Due to current circumstances, we’re experiencing longer-than-usual wait times.” Those “circumstances” can vary. Over the past twenty months, of course, it has been Covid-19. Sometimes it’s the holidays. Sometimes brands stiff-arm you without even giving you...
What's new in the exam for Certified Customer Experience Professional (CCXP)? Here are my personal thoughts about it, after reworking my prep course for much of this past year. The most obvious shift is the new Culture & Accountability category, which combines the former two...
Want us to celebrate your career accomplishment? We want to hear from you--just fill out this form . Here are some CX pros who were on the move in September: Top Row, L-R: Francis Goh , CCXP, Digital Innovation Leader | Asean Cloud Innovation Centre at Amazon Web Services...
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