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CX Education for Employees: Why it Matters & How to Develop Your Program

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Why does Customer Experience Training Matter? Customer Experience (CX) is commonly misunderstood as reactive customer service, support, or even just ‘being nice to customers.’ CX is much more than these, though. I like to define Customer Experience as: A mindset A strategy A business discipline Customer experience is more than one area, product, service, or […]

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Embracing 5 Hard Truths of Customer Experience to Improve Your CX Strategy

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I’ve seen organizations adopt a few common mindsets that inadvertently hold them back, as well as CX pros who overlook key resources that can help them get ahead. By facing these realities head on you can more quickly implement the best customer experience strategy for your organization.

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The Spectrum of Data-Driven CX (And Why There’s No Magic Metric)

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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

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Avoiding Customer Experience Missteps in 2024: A Guide to Sidestepping Common Pitfalls and Outdated Trends

Align Organizational Vision & Goals, Create a Customer-Centric Culture, Featured, Get Started with CX, Take Action /

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

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Preparing for the AI Revolution in Customer Service: A Guide for Customer Experience Leaders

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Artificial Intelligence (AI) is revolutionizing customer service and transforming the way organizations manage their customer and employee experiences. As a customer experience leader, it’s crucial to understand the potential of AI and how to leverage it effectively to elevate and not deduct from the customer journey. Here are a few ideas to explore the benefits,

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The Customer Experience Conundrum: Where Does It Belong in Your Organization?

Align Organizational Vision & Goals, Create a Customer-Centric Culture, Featured, Get Started with CX /

Do you have a Chief Customer Officer? A few years ago, Gartner reported that nearly 90% of organizations did. Where this vital function should sit in their organizational structures is the lingering question of customer experience management. Like many things, there is no one perfect solution. Instead of prescribing a one-size-fits-all answer, let’s unpack the

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