Today businesses understand that customer experience (CX) is crucial in fostering customer loyalty and employee satisfaction which ultimately drive business and revenue growth. It’s because of this understanding that CX is one of the fastest-growing business disciplines in the world. In 2023, the global market for customer experience management was valued at $12.04 billion, and […]
How to become a CX Specialist? Read More »
Building a Customer Experience (CX) team is one of the most crucial steps for organisations aiming to deliver exceptional service and meet the ever-growing expectations of their customers. A well-structured CX team does more than just enhance customer satisfaction, it drives business growth, reduces operational costs, and improves workplace culture. This guide will walk
How to Set up a CX Team? Read More »
When HR Meets CX Customer experience is delivered from the bottom up. This means that the customer-facing staff are the ones who will have the greatest impact on CX. However, do not mistake this for full responsibility. We said it before and we will say it again: Every department in the company has
Whether you’re a small business or a large international company your success is always tied to how your customers feel after every interaction with your organisation. Customer Experience (CX) doesn’t just affect your customers, it also has a significant impact on your employee’s performance with the power to make or break your whole organisation’s
5 Benefits of Investing in CX Read More »
In today’s fast-paced world, delivering a convenient and memorable Customer Experience (CX) is the key to differentiation. However, one of the biggest challenges many organisations face is working across silos. Silos arise when departments operate independently, with poor interaction or communication between each other. This limits internal interaction that creates misunderstandings, and, worst of all,
Creating a Unified Customer Experience: Breaking Down Silos Read More »
Over the past number of years, empathy has taken centre stage in the Customer Experience (CX) space. It has become a crucial tool for businesses to help understand their customers more deeply, particularly their motivations and feelings. What is Empathy & Why Does it Matter? Empathy, by definition, is the ability to understand and
Empathy is the New Black Read More »
During this masterclass, we were joined by the renowned CX and AI expert David Conway Senior Associate Director with KPMG UK, who recently published the superb ‘Say hello to your new AI colleague’ report which the CX profession has brilliantly received. (see link here) David has supported The CX Academy over the years and was a
Masterclass: Embedding AI in Your Organisation Read More »
In today’s competitive landscape, user experience (UX) is no longer just a buzzword, it’s a fundamental aspect of any successful business strategy. For Customer Experience (CX) professionals, understanding how UX can improve customer satisfaction and loyalty is crucial. Understanding UX and CX Before diving into examples, it’s essential to understand the relationship between UX
Best in Class UX: Elevating Customer Experience Read More »
Acquiring new customers is five times more expensive than retaining existing customers. So why are most brands still focusing on customer acquisition rather than customer retention? Customer retention in theory is simple – keep your customers happy and they’ll stay with you for longer. However in reality it is a real challenge. Customer expectations
The Science of Customer Retention & Strategies that Actually Work Read More »
In early 2023, Jeff Fromm wrote for Forbes, “Generation Z has surpassed Millennials as the youngest and most influential consumer demographic that has begun directing brands to reconsider their customer experience strategies in order to remain relevant.” One of the biggest differences between all the previous generations and Gen Z is that Gen Z
Understanding & Catering to the Needs of Gen-Z Customers Read More »
