Effective use of planning and analysis make your CX dreams a business reality Today, as organizations are becoming more open to customer experience advancements and are adopting CX programs as part of their Business Transformation journey, many of us CX professionals face the common dilemma – putting our strategies into
One of the big challenges you face when establishing a CX Program that is supposed to last is getting the funding over time. You can sell CX as a nice idea to management in the first place, because it sounds like the right thing to do, but perhaps a year
Continue readingBuilt to last CX Programs focus on Monetization
Better Customer Journeys Require Improving Your Customer Intelligence With Operational & Experiential Data In an ideal world, customer experience would be built, improved, reviewed, and evolved based on real-time intelligence. This intelligence would include customer feedback, operational measurements, and an overall understanding of the world and marketplace. Yet most of us
A lot of companies miss that a great employee experience leads to a great customer experience. Independently, each function leads to valuable relationships — with customers and employees — but when CX and EX are managed together, they create a unique, sustainable competitive advantage. To do this, companies should
Continue readingWhy Every Company Needs a Chief Experience Officer
This section focuses on the development of a practical action plan to improve the EX in an organization. Some of the key points that could be covered in this section include: By the end of this section, participants should have a clear action plan to improve the EX in their
This section focuses on the examination of real-life examples of organizations that have successfully transformed their EX. Some of the key points that could be covered in this section include: By the end of this section, participants should have a clear understanding of the best practices and lessons learned from
This section focuses on the importance of measuring and improving the EX, and provides practical tools and techniques for doing so. Some of the key points that could be covered in this section include: By the end of this section, participants should have a clear understanding of the importance of
This section focuses on the importance of employee well-being and how it affects the overall EX. Some of the key points that could be covered in this section include: By the end of this section, participants should have a clear understanding of the importance of employee well-being, how it affects
This section focuses on the impact of workplace culture on the EX, and how organizations can shape and cultivate a positive culture to drive better business outcomes. Some of the key points that could be covered in this section include: By the end of this section, participants should have a
This section focuses on the importance of employee engagement and how it affects the overall EX. Some of the key points that could be covered in this section include: By the end of this section, participants should have a clear understanding of the importance of employee engagement, how it affects