• Customer Experience – The Tablestakes

    So you’ve read my last post on the benefits of managing customer experience and decided to pursue a customer-centric strategy yourself. Congratulations! Deciding to put the customer at the centre of everything you do is a big step and already places you ahead of the majority of organisations today. Now
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  • Why Manage CX?

    Why are companies pursuing the goal of creating exceptional customer experiences? After all, CEM costs money. Lots of money. As with most enterprise goals, it certainly isn’t because they altruistically want their customers to have better lives (although I’m sure deep down they do). No, it does of course have
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  • What is Customer Experience?

    What better way to start a new blog about Customer Experience (CX) than to define what CX is. Let’s look at a few of the definitions a quick scan of the internet uncovers: Wikipedia “Customer experience is the sum of all experiences a customer has with a supplier of goods
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