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❔”Our organization has talked a lot about customer experience, and we always say that the customer comes first. We want to get more intentional, more serious about [CX], but we’re not really sure where to
❔”I was talking to a colleague of mine in the marketing department, and we had a question for you: could the customer experience that our company delivers be used as a brand differentiator? If so,
❔”My employee experience team is on the right track, and I’m really excited about the progress we are making. I want to ensure we can continue our projects, but I’m concerned about the company budget.
❔”What does CXI® stand for? What does it mean?”❔ What a fun, quick question! All of us, as experience investigators, are looking for things. We are investigating, exploring, and evaluating all the time. Our registered
❔”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
❔”Many times, we will get feedback from our customers about a pain point. We’ll map their journey, identify opportunities for improvement and even implement changes. But then what?”❔ When making changes to better the customer
❔”I work for a large company. We have several individuals that have CX in their title and are doing work, but it’s siloed and not connected. Each person has a journey that applies to their
❔”What platforms are worth using for small to medium enterprises so that they can manage omnichannel communications with customers (email, phone call, social media, etc.) that are also integrated with a CRM?”❔ Keeping track of
❔”I find myself in operations, and I keep helping other departments with their CX. I’m looking to join another company where their CX strategy isn’t that solid yet, and I want to place myself in
Are you ready to investigate what is missing in your organization to make things better for your customers? We wanted to have some fun to mark the 6th month anniversary of the Experience Action Podcast,
