Five Things I Like About The CXPA

People at the conference

The Customer Experience Professionals Association (CXPA) is a global, non-profit organization that has helped solidify Customer Experience as a necessary and critical role profession. As one of the founding corporate members of CXPA, it’s been exciting to watch the association evolve and contribute to the profession. Here are the top five reasons why I think […]

Customer Experience Pros Need a Beginner’s Mind

fotolia kids in front of ferris wheel

There are three significant shifts that are happening simultaneously creating the perfect storm for customer experience professionals (among many other professions). These are: Cloud Social Mobile It is an understatement to say that the customer experience industry is in a state of change. It’s more like a rebirth because with this perfect storm we can no longer rely on […]

The ROCX (Return on Customer Experience)

ROI

There are a lot of ways to explain “Customer Experience.” You can use analogies, comparisons, and elevator pitch ,… you get the idea. Regardless of your approach, the best way to draw attention is to “show me the money.” (Yes, that is a Jerry Maguire reference. I couldn’t resist.) When you talk to business leaders about […]

An Alternative to Customer Effort Score

customer service maze

The Customer Effort Score (CES) appears to be the new shiny object among customer experience professionals. With the urgency to simplify products and services, an attraction to this metric seems logical. But, before you go adding another question to your Voice of the Customer program, take a step back and see if there are existing […]