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❔”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
❔”I love how you discuss the difference between customer service and customer experience. I work with people who really believe they understand customer service so there’s nothing to worry about. How do I get them
❔”I’m new to the idea of customer experience, and while I think it’s great, I can’t seem to get others at my software startup to really get it. I do what I can by bringing
❔”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
❔”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
