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[Experience Action Podcast] Defining Customer Experience

❔"How do we define what customer experience truly is?"❔
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[Experience Action Podcast] Performance Reviews and CX

❔”Can we discuss how to conduct an annual performance review for a customer experience professional? What should that look like? What measurements should we be looking at?” How do we define success?”❔ Performance reviews can

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[Experience Action Podcast] Focus Groups and Feedback

❔”My organization is looking at starting focus groups or other avenues to bring in more of the customer experience perspective. What are your recommendations for getting started? How do we decide who to include? What

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[Experience Action Podcast] Find Your CX Budget

❔”How do you find the budget for customer experience initiatives, and who owns it? And how do other companies do this?”❔ Customer experience is not just a ‘nice to have,’ even though that’s how it’s

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[Experience Action Podcast] More than NPS

❔”I represent CX in my organization. Although I try to be a change agent regarding the CX perspective, my organization continues to use NPS as a KPI (Key Performance Indicator) for the entire organization. What