In this guidebook, we’ll look at six key components of a CX charter so you can begin developing your own charter with your CX Team.
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Why does Customer Experience Training Matter? It’s common for Customer Experience (CX) to be misunderstood as reactive customer service, support, or even ‘just being nice to customers.’ CX is much more than these, though. I
What Does a Customer Experience Professional Do? Customer experience professionals have many different titles and many different job descriptions. There are CX leaders who focus primarily on customer insights, like Voice of the Customer programs.
Cross-functional leadership is a key factor in leading any customer experience program. This often means creating a team of leaders who regularly meet to discuss priorities, resources and accountabilities that drive CX forward. These teams
What did you think the first time you heard the term Customer Experience? Many years ago, I was speaking with a marketing executive when they revealed how they really felt about this whole idea of
Customer experience exists whether you are intentional about it or not. After all, your customer is experiencing the brand via every interaction, touchpoint, service call, and delivery. The customer walks away with a perception of
“Customer service shouldn’t just be a department; it should be the entire company” – Tony Hsieh (CEO, Zappos) The late, great CEO of Zappos promoted this idea and he was absolutely right. To deliver exceptional
Customer experience is not a fad or a trend or a buzzy phrase. And yet, organizations often treat it like it is. They hang a banner, then ignore it. They announce it as an annual
Listen to this article There are times when it’s important to pause, calibrate, and plan for what’s next. The end of the calendar year is a great time for this, but there are others: The
We’re headed into the final weeks of one of the strangest years: A global pandemic shifted how we worked, socialized, interacted and communicated. Our needs changed to reflect these new realities. Parents juggled working from
Listen to this article “I Know Customer Experience is Important, But…” When I speak to groups or host our weekly webinar series , I hear one thing over and over again. “I get it. Customer
