The AI Era: Preparing CX Teams for the Future As AI adoption accelerates, Learning & Development (L&D) leaders face a fundamental challenge: preparing CX teams to work with AI while preserving the human element of empathy, judgement, and emotional intelligence. L&D leaders must design their training plan to build AI confidence, digital literacy, and soft […]
How L&D Leaders Can Future Proof CX Training in the Age of AI Read More »
The Evolving Role of AI in Customer Experience AI is changing how CX teams deliver customer experiences. The real challenge for CX leaders is ensuring AI enhances rather than erodes human connection. Our AI for CX MicroCourse will equip you and your team with the knowledge and skills to embrace AI while staying true to
How CX Leaders Can Use AI to Strengthen, Not Replace, Human Connection Read More »
Customer journey mapping is a powerful approach for improving customer experiences, but a lot of organisations focus too much on the process of mapping itself rather than making sure it leads to real change. At The CX Academy’s thought leadership webinar ‘Customer Journey Mapping: Avoiding the Common Pitfalls and Setting Yourself Up for Success’, Susannah
Customer Journey Mapping: Avoiding Pitfalls and Driving Real Impact Read More »
In today’s competitive market, understanding your customer’s journey is more important than ever. Customer journey mapping is the process of visualising and analysing the steps your customers take when interacting with your brand. It enables you to truly walk in your customer’s shoes, gaining a deep understanding of their experiences, needs, and frustrations. By identifying
Setting Up Your Customer Journey Mapping Programme for Success Read More »
In today’s customer-centric world, one question frequently arises among customer experience (CX) professionals: “What is the perfect CX metric for your organisation?” While there isn’t a one-size-fits-all answer, understanding the landscape of CX metrics can help organisations tailor their measurement strategies to align with business goals and customer expectations. In this article we will explore
The Perfect CX Metric For Your Organisation Read More »
2025 is officially here and as a CX Professional you need to be up to date on all things CX. AI was the biggest elephant in the room in 2024 and will probably remain this way this year too. However, there are other areas you should focus on to ensure you deliver CX Excellence for
Top CX Statistics to Know in 2025 & Why Read More »
