When you start a business, you tell everyone about it. Back in the day it happened at the post office and through word of mouth. Then we had flyers and posters, adverts on the TV and multitude of other places you could show your ad, with fingers crossed hoping that your message will be convincing […]
The CX Academy Framework helps organisations deliver CX Excellence. If you are trying to figure our how your company can improve the CX strategy, the template below can easily identify where there is room for improvement. Below you will see key behaviours associated with each of the Six Emotional Drivers. For each behaviour think about
The CX Academy Framework Benchmarking Template Read More »
Investing in Customer Experience should seem like an obvious action to take, yet so many companies still don’t get it! The key challenges for the organisations are; wrong use of digital technologies, lack of human touch, inattentiveness to employee needs and a customers’ lower tolerance for failure. By investing in CX you will invest
Why You Should Invest in Customer Experience? – 5 Benefits Read More »
A short chat with a graduate of The CX Academy. Federica Roux is Chief Innovation and Marketing Officer in Odity, headquartered in Paris. Odity is the leading company for customer relationship management for premium and luxury brands, with 1,500 employees and offices in 10 cities around the world. She’s a graduate of the Professional
The CX Academy: Your Course – Your Career! Read More »
We are thrilled to announce that we have officially launched The CX Academy Fellowship Programme. We have been working on this project for months and we can finally tell the world all about it! As the largest Customer Experience education provider in the world, with graduates in over 70 countries, launching the CX Fellowship is
The CX Academy Fellowship Programme Read More »
These are the mistakes in CX which you probably already know about but often find yourself falling into. If you want to achieve CX Excellence you should steer clear of them. 1.The Digital Gone Wrong Digitising your service can have multitude of positives; lower costs, easier scalability, data collection and many more. However,
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At its core Customer Experience wouldn’t have any purpose, meaning or need if emotions didn’t come into play in customer-business relationships. However, how we feel about a product or a service is CX. So to have knowledge about the biggest factor in CX is to have power over your CX strategy. What is emotional intelligence?
Emotional Intelligence Read More »
When you go to your local shop, more than likely you are greeted by name, you talk about your weekend, laugh and leave with your newspaper, scratch card and a smile on your face. When you call your internet provider for help, you are put on hold, asked the same question over and over, just
Personalised Customer Experience Read More »
If you do a quick google search for ‘How to improve your Customer Experience?’, the advice is geared towards digital and technology solutions. An omnichannel experience utilising AI and Chatbots is presented as a universal solution to all CX problems. However, there is a very thin line between enhancing your CX strategy with digital solutions
The Digital Part of the (Customer Experience) Business Read More »
Customer Trust is defined as “a confident relationship with the unknown” by Rachel Botsman. Unless your customers can predict the future and be 100% sure of the outcome of their investment in your company, there will always be some level of uncertainty. As Botsman says, “the greater the uncertainty, the greater the unknown, the more
6 Factors That Affect Customer Trust Read More »
