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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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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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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"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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(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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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,
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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
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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 in
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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
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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 know
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My name is Ben Motteram. I started CXpert to create companies that employees and customers love. This is my blog.
