CX Article – The CX Academy

CX Article

The CX Academy

Customer Journey Mapping: Avoiding Pitfalls and Driving Real Impact

CX Article / By

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 […]

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The Perfect CX Metric For Your Organisation

The Perfect CX Metric For Your Organisation

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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

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How to set up a CX team

How to Set up a CX Team?

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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

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When HR meets CX blog title image

When HR Meets CX

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  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

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Creating a Unified Customer Experience: Breaking Down Silos

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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,

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Empathy is the new Black : Insights & Applications

Empathy is the New Black

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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

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