• The Importance of Emotional Engagement in the Customer Journey

    Today I'm proud to share a post by Jessica Sparkes, a consultant with KAE, a strategic marketing consultancy based in London. We interact with a plethora of brands every day, all of which want to stand out. With increasing customer expectations and only 7%1 of millennials seeing themselves as brand loyalists,
    ....READ MORE

  • Why Your CX Isn’t Receiving Positive Reviews (And How to Fix It)

    Today's post has been contributed by UX specialist and web designer, Lexie Lu. One of the top ways businesses differentiate their brand from the competition is through the customer experience (CX). Gaining someone’s business and keeping it isn’t easy in a global marketplace. Make a misstep, and the consumer simply
    ....READ MORE

  • 4 Tips To Improve Your Survey Response Rates

      Management expert, Ken Blanchard, once said that “feedback is the breakfast of champions” and I agree. Any company interested in improving its CX will always want to understand its customers thoughts and feelings. More and more companies are surveying their customers - which is great! - but the increase
    ....READ MORE

  • How to Build Customer Loyalty Through Your Brand Image

    Today's post was guest written by David Webb. Your brand determines how customers perceive your company, including your logo, product, and website pages. An amazing image is the reason why customers flock to some stores and line up for hours in order to get their hands on the newest products.
    ....READ MORE

  • CX Interview – Dr. Vadi Vojdani, Island Dental

      Dr Vadi Vojdani is the Practice Principal at Island Dental, a premier practice in Adelaide, South Australia with a focus on comprehensive care, and both general as well as cosmetic dentistry.  Vadi has been practising dentistry for 17 years and continues to learn about new ways that she can deliver more
    ....READ MORE

  • How To Deal With A Leadership Team That Isn’t CX Oriented

      Six months ago, you were hired into a Customer Experience Management role within a large company. Since being in the role, you’ve done a ton of analysis, discovered where the major customer-affecting problems are within the company and generated some quick wins. You feel like you’re making headway but
    ....READ MORE

  • The Power of Feedback in Healthcare

      Tom Caley is a passionate advocate for employee and customer experience.  His working life began in retail and contact centres—and after a short detour through the world of graphic design—he progressed into contact centre management and call quality management. Recently, Tom has been running the Voice of the Customer
    ....READ MORE

  • 7 Foundations Of A Great CX Program

      I grew up in Adelaide, South Australia. It’s a vibrant, beautiful, well set-out city where the locals will happily remind you of its status as the only capital in Australia settled by free people and not convicts. My mum hosts walking tours around town on which she talks about
    ....READ MORE

  • Customer Experience Professionals: Things That Drive Us Crazy

            In our previous post, we focused on why we do what we do.  It’s great when we get a successful result in what has become our chosen profession but, as in many others, a number of things can often pop up that will stand between us
    ....READ MORE

  • 5 Survival Tips for Contact Centre Leaders

      Leading a contact centre is a tough job. When you’re not dealing with unexpected call volumes and unexplained system outages, you’re doing your best to motivate and inspire a multitude of different personalities all while trying to hit a variety of targets. Having worked with many different contact centres, I’ve learned a
    ....READ MORE

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