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