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❔”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
❔”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
