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CXPA’s Innovation Awards Submissions Are Now Open     Are You Driving Customer-Focused Innovation in Your Organization? If so, then we want to hear from you. Please apply for our Innovation Awards and share your story of CX innovation. The first phase of the process will involve video submissions that outline how the nominees’ efforts enabled the team or company to address a CX challenge in a novel way. Deadline for video submission is extended to Sunday, February 23rd.   During the second phase, finalists will be asked to sit for a virtual interview with a ...
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With so many quality conferences available, it can be difficult for CX professionals to know which conference to attend. A recent thread on CXPA’s discussion forum shows that CX-ers are not alone in wondering which conference will offer the most value for those all-too-often scarce professional development funds. I’ve been a CX practitioner for many years, and during this time, I’ve attended several CX conferences. While I’ve learned something and found value in each of them, some experiences have been more beneficial for me and my organization than others. I’ve internalized some guiding principles that I keep in mind when choosing a conference, and I ...
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We are excited to announce Disney Institute will be joining us to help enhance your experience at the  2020 Global Insight Exchange .  Walt Disney parks and resorts is a recognized leader in delivering world-class experiences. Want to learn how they do it? This is your opportunity to learn from Jeff James, Vice President and General Manager, as he shares business insights behind Disney’s success. Learn more and see a bonus post-conference opportunity  here . CXPA’s Innovation Awards Submissions Are ...
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Customer experience engagement is a growth strategy. It’s the aim of Net Promoter Score®, CRM, loyalty programs, experiential marketing and so forth — rallying customers toward purchase volume, referrals and long-term relationships. While some growth can be gained solely through these programs, diminishing returns are inevitable. Growth subsides eventually when it is enticed. It’s a never-ending hamster-wheel to entice engagement. Growth endures when it is earned through trust. Customer experience originated when the first people on earth bartered: it’s essentially a law of nature — not something that was invented in recent decades.  Customer experience ...
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Nick Glimsdahl, director of Contact Center Solutions, VDS, got into customer experience the usual way—accidentally. With years of experience in everything from website design to marketing to customer service, Nick had always prided himself on resolving and refining the customer experience, even before he knew the term, much less its legitimacy as a profession.  He recalls a story by a conference speaker that resonated deeply. He was at an event listening to a manager from LEGO tell the story of how the toy company created an acronym now deeply embedded in its much-admired culture. After writing descriptors on a white board wall, the group found that four ...
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Ok, 2020 already started and you might think, it is a little too late for New Year's resolutions, but I say; read these and you might get a new perspective. I created these at the start of the new decade and I wouldn’t be a CX expert, if I didn’t link New Year's resolutions to customers. I first wrote them in Dutch for the magazine Customer First, and so many people liked it and shared it, that I decided to also create the English version. So take a look at these 20 Brilliant Customer New Year's Resolutions. Hopefully they are already completely lived-by in your organization. But before you nod your head, let's check that out: 1. We do not use small print, ...
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Help Us Create Buzz on Social for Global Insight Exchange 2020     CXPA invites our advocates, attendees, sponsors, speakers, and friends to help us create social media buzz surrounding our 2020 Global Insight Exchange event April 27-29, 2020 in Orlando, FL! Download our buzz kit here .     CXPA’s Innovation Awards Submissions Are Now Open   Are You Driving Customer-Focused Innovation in Your Organization? If so, then we want ...
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We do research called an  Emotional Signature ®  that examines the Customer Experience from a subconscious psychological perspective. Therefore, by definition, you get a different viewpoint after you undertake it for your organization.  However, in our global Customer Experience consultancy, whenever we present our findings to an organization, you usually get at least one person that tries to bend the results to meet their agenda. If the results are opposite to what they believe, then these individuals attack the methodology.  This situation is an example of Confirmation Bias, a psychological concept that is deeply rooted in all of us. As ...
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Customer emotions have a strong influence on your Customer Experience outcome. From our research in our global Customer Experience consultancy, we know that over 50 percent of experience is about how a customer feels.  Organizations don’t consider customer emotions enough. Moreover, they also fail to recognize the intensity of that emotion. Understanding the significance and managing the power of customers’ emotions is essential to your Customer Experience outcome. My broadband went out the other night. The first thing I had to do was try to reboot the router. Correction, the first thing I had to do was get a flashlight because I couldn’t see ...
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When I started Beyond Philosophy back in 2002, I could ascertain whether a company was customer-focused or not right away. I wondered how I did that. When I thought about it, there were some common telltale cultural signs organizations share that indicate where their focus lies. This answer became my second book,  Revolutionize Your Customer Experience ,     which explores how the culture of a company reflects how customer-centric the organization is. It is also where I first shared the Native to Natural™ model.   The Naïve to Natural Model classifies organizations into four orientations, which I called Naive, Transactional, Enlightened, and ...
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Come Hear Jeanne Bliss, CCXP at the Global Insight Exchange     The CXPA Global Insight Exchange is committed to bringing together the best of the CX community to equip you with knowledge you can apply to advance your organization’s customer experience program. Jeanne has dedicated more than 35 years to improving lives through CX. Ever since 2002 she has guided over 20,000 leaders around the world to bravely integrate CX into their organizations and become the best version of themselves. Join us to hear her keynote presentation " Legacy and Leadership Bravery – How ...
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Finding Her Path By age 10, Veronika Luxemburg’s career in customer experience was already in full swing. Her mother, an early adopter with her own Swedish tech company, expected Veronika to interact with customers at the corporate office after school. Amazingly, the curious youngster already had years of product testing under her belt, providing feedback to her mother on emerging technologies such as CRT beta-touchscreens with 3-D capabilities since she was 6. Decades later, evolved versions of such technology are in the hands of customers worldwide. “Customers were always the focus—actually, not just customers, but humans and human interactions,” ...
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2020 customer experience management is at a turning point. Get ahead by making significant turns yourself now. Forces on customers and business may otherwise make some turns that leave you behind. It’s a new decade that will be characterized differently by social, economic, technology, legal and competitive forces. It will be tempting to make your plays at the surface: program-level adjustments. However, top winners will share a significant commonality: they’ll make their plays at their company’s foundations. Here are 20 wishes for superior customer experience management in the 2020s: 1) Redefine Customer Experience Customer experience is defined ...
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I was in the Apple Store the other day, and I thought to myself, this is more like a club of shared values and interests than a shop. It was as if it was a meeting place for like-minded people with common ground.    It felt like a tribe. We discussed Tribalism  on a recent podcast  and how your brand can create one with your customers. Tribes are not only good for your brand, but they are excellent for building Customer Loyalty.  WHAT IS A TRIBE?   So, from a technical viewpoint, what is it? Tribes are groups of people that are similar or connected in some way.    Tribes can be formal or informal. Sometimes tribes are based on the ...
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Customers have an idea of whether you are a low- or high-priced store almost before they ever interact with you. There are many reasons for it, and you are responsible for a lot of them. There is a story that demonstrates this concept that happened in a neighborhood in Boston called Jamaica Plain. It was historically a working-class neighborhood with many immigrant families living there. Eventually, Jamaica Plain began to gentrify, and Whole Foods replaced the regional grocery store there. The residents of  Jamaica Plain were livid . They had picket lines around the construction site. The primary argument was that Whole Foods was too expensive. A reporter ...
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Here we go, beginning of 2020 and a whole new decade. It is essential to reflect where we have been and where we want to go at this time of year. With that in mind, I have some predictions for the trends in Customer Experience for 2020 and beyond.  I discussed these predictions  on a recent podcast.  However, it isn’t just predictions. I also shared the research I undertook in the last quarter of 2019 to position my global Customer Experience consultancy in the marketplace.  Customer Experience has matured. In 2002, when I started Beyond Philosophy, Customer Experience was an area that was only forming. It was quite a gamble to take it on since ...
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Get CX Knowledge at the Global Insight Exchange   We are committed to making the 2020 CXPA Global Insight Exchange remarkable. You will have abundant opportunities for peer to peer learning, unforgettable experiential interactions and exceptional networking opportunities. The conference will be held at the  Hilton Orlando Lake Buena Vista , a full-service resort hotel steps from shopping, entertainment, and restaurants at Disney Springs. Please reserve your room in advance, rooms will likely sell out. Reserve your room here .   Speak at Global Insight ...
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This post was written by Call & Contact Centre Expo. It was originally published on callandcontactcentreexpo.co.uk CUSTOMER EXPECTATIONS OF THE CONTACT CENTRE   Ever since call centres were introduced as a business function in the   mid-20th century , they have been subject to plenty of change and transformation. Customer expectations have been on a gradual rise, and CX strategists and leaders have had to adapt to meet these increased demands.  Previously, call and contact centres were viewed as a   cost centre   - whereby the primary goal was to run them as efficiently and cost-effectively as possible, whilst still being able to respond ...
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Adi Ignatius, writing for Harvard Business Review, notes that “the origin of the phrase ‘innovate or die’ is a matter of some dispute,” with some attributing it to management guru Peter Drucker and others claiming a different provenance. Regardless, Ignatius says, “the sentiment is now widespread: stay ahead of the pace of change or you’re toast.” Customer experience professionals, who are often tasked with improving existing experiences, can play a key role in the design of new ones.  The CX Leader's Role in Driving Innovation CXPA member Crystal Collier says that innovation is critical to the success of any business--and that CX must lead ...
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Achieve Your 2020 CX Goals Start your path to strong 2020 results by registering for the  CXPA Global Insight Exchange   in  Orlando, FL April 27th to 29th .  The   CXPA Global Insight Exchange   2020 will be held at the  Hilton Orlando Lake Buena Vista , a full-service resort hotel steps from shopping, entertainment, and restaurants at Disney Springs.  Please reserve your room in advance, rooms will likely sell out.  Reserve your room here . Reserve Your Room at the ...
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