• A Day In The Life Of A CX Manager

    Image courtesy of Unsplash.   A good friend of mine in the CX community is Jeremy Watkin. We met over Twitter about 5 years ago and it's on Twitter where he posts always-interesting CX Questions Of The Day (#CXQOTD if you're on Twitter and want to see some of them).
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  • Five Tips to Engage Remote Staff During Lockdown

    Image courtesy of Unsplash   Today's post is a collaboration with Annette Franz, CCXP. Starting in mid-March this year, in response to the COVID-19 pandemic, many countries around the globe locked down their residents, requiring them to stay at home for all but a handful of “essential” reasons. Physically going
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  • Developing a CX Program of Work

     Image courtesy of Unsplash As a CX manager there comes a time when you have to start implementing changes within your organisation to help you to meet and exceed your customers’ expectations. These are the initiatives that are going to ensure you reach the goals you’ve defined in your CX
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  • CX Interview – Ben Motteram

    I recently provided an interview which I thought would be of interest to the CXpert readers.   1. Was it one particular customer service experience (good or bad) that inspired your work? If it wasn’t one experience in particular, could you tell us where your CX passion came from? Everybody
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  • Journey Mapping Definitions Bring Clarity

    Today I'm proud to share a post by Annette Franz CCXP,  an internationally recognised customer experience thought leader, coach, speaker, and author. She recently published her first book, Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of Your Business); it’s available on Amazon in both paperback and Kindle formats.
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  • In To Africa – Lessons From The Greenfields of CX

    Today I'm proud to share a post by Julia Ahlfeldt, CCXP, a CX consultant in Cape Town.   2019 marks nine years since I packed up my apartment in San Francisco and took a giant leap of faith and moved halfway around the world to Cape Town, South Africa. My
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  • Building a Great CX Dashboard

    If you’re running a CX program, you need a way of communicating your progress to your superiors and the broader organisation. We are all guilty of not communicating enough on occasion..so what’s required is something that will break down the walls of the CX department allowing everyone in the business
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  • Upcoming Trends in Customer Support

    I recently provided an interview to Jared Cornell of ProProfs Chat where we explored areas like customer-centric strategies, emotional intelligence and the upcoming role of chatbots. The following is a reproduction of the original interview which can be found here. Q1. Customer centricity - a lot of businesses have finally made this
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  • Developing A CX Strategy

    "Where do you start when developing a customer experience strategy?" I was recently asked this question by a friend of mine who is new to the profession. She had just been promoted at a company that had never had a CX function before and needed to create everything from scratch. The following post
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  • 6 Questions Every CX Manager Needs To Ask Themselves

    (Image courtesy of Unsplash) It’s not easy being a manager in 2019. Many, many factors are constantly challenging your ability to focus on what’s important. Staff management, compulsory training, fire drills, employee town halls, email… the list goes on. And then you’ve got everything going on outside of the office!
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