Holiday Customer Experiences

Summer – the time of relaxation, stress free holidays, drinking piña coladas in the sun and enjoying the local cuisine. Your holidays wouldn’t have been the same if the hotel you stayed at, t...

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CX & Marketing

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 othe...

The CX Academy Framework Benchmarking Template

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 i...

Why You Should Invest in Customer Experience? – 5 Benefits

  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 techn...

The CX Academy: Your Course – Your Career!

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 ...

The CX Academy Fellowship Programme

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...

5 Biggest Mistakes in CX

  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 Digita...

Emotional Intelligence

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 i...

Personalised Customer Experience

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 in...

The Digital Part of the (Customer Experience) Business

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 i...

6 Factors That Affect Customer Trust

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...

Customer Loyalty

The result of providing CX Excellence at every step of the customer journey.    What is Customer Loyalty?  Customer Loyalty is the state when a customer consciously chooses a product or a servi...