CX Journey

MAY 3, 2016

The Customer Experience Professionals Association (CXPA) was established in 2011 to support and to advance the customer experience profession, to set standards for the profession, and to increase the visibility of these long-unsung heroes. this impact the customer and his experience?

Customer Experience 40

Customer Experience Customer Experience Professionals ROI 2011 40

CX Journey

FEBRUARY 14, 2018

And customers are still complaining. In other words, customer experience improvement efforts are failing. We advocate, as customer experience professionals, getting to the root cause of issues. We’ll think about our culture at another time. Let's start with customers." So here goes.

Employee Experience 46

Employee Experience Culture Definition Customer Experience Professionals 46

ClearAction

OCTOBER 1, 2018

Flowing CXM starts with VoC as the shaper of corporate strategy and culture. VoC flows into additional data and insights to become customer intelligence. CXM status quo is on a long slog to CX-centricity because it begins with a program such as customer service, customer voice, CRM, customer loyalty program, or digital marketing.

Customer Experience 63

Customer Experience 2017 ROI 2018 63

Lumoa

OCTOBER 31, 2018

Our guests have multiple years of experience in managing and consulting customer experience management in global companies and now lead their own businesses helping companies make customers happier. Some hints: big data, omnichannel, personalisation, AI and organizational culture. Don’t underestimate culture.

Customer Experience 64

Customer Experience Customer Centricity Culture 2018 64

Russel Lolacher

OCTOBER 10, 2022

Let’s call this customer experience Professionals Association. And she’s been a been a bunch of top this and top that list for customer experience leadership. And it’s a joke, because these big executive types are all they see customer equals money. Wow, another acronym. Stacy Sherman.

Net Promoter Score 52

Net Promoter Score Leadership Employee Experience Culture 52

CX Journey

MARCH 8, 2017

Sadly, this is a concept that voice of the customer and customer experience professionals are quite familiar with. When these professionals continue using the same tools and the same processes over and over again, yet find they're not making any progress, well, that's customer experience insanity.

Definition 58

Definition Customer Experience Professionals Insights Feedback 58