Every team at an organization must prove how their work contributes to the bottom line — and customer experience is no exception. We know CX teams can deliver significant business advantages: Satisfied customers are much more likely to purchase more Revenue grows 40% faster by providing personalized experiences Businesses achieve a 2.3x higher customer lifetime […]

It feels like the world is changing at lightning speed. Customer experience leaders are not just expected to keep up with trends in the marketplace, customer expectations, and technology, we simply MUST do so to serve customers and stay ahead of the competition. Let’s discuss common missteps, mistakes, and general mayhem to avoid! Former CX […]

The past few years brought remarkable change to how organizations can — and should — fulfill their customer needs. Today’s customers expect highly personalized experiences, but they are also concerned about how organizations use their data. They engage with brands in more places than ever, spanning in-store, online, and offline channels. And artificial intelligence (AI) […]

Organizations that focus on customer experience as part of who they are don’t stop communicating about it. It’s part of their internal communications and employee engagement rhythm. Here are 15 ideas to get you started. Combine this with a customer experience champion program within your organization and watch culture really shift.

The most successful companies prioritize customer retention and loyalty alongside acquisition. Studies show it can cost 5 to 25 times more to acquire a new customer than retain one.

Convincing executive leadership to prioritize and invest in CX initiatives can be a challenge. And yet, leadership buy-in is a critical part of customer experience success.

Your customers actively give clues about (or directly tell you!) how to improve their experience. But are you listening in the right ways?

Whether you’re new to customer experience management or a seasoned leader, it can feel challenging to know where to prioritize your time and resources, can’t it?!

HOW exactly does a standard organization, built on the gospel of sales and customer acquisition, become customer-centric? Here’s your training guide.

Learn about five foundational elements for creating intentional customer experiences, including the importance of a CX Mission Statement.