CX Article – The CX Academy

CX Article

Best in Class UX Title Image

Best in Class UX: Elevating Customer Experience

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 […]

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The Science of Customer Retention Title image

The Science of Customer Retention & Strategies that Actually Work

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

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Understanding & Catering to the Needs of Gen-Z Customers title image

Understanding & Catering to the Needs of Gen-Z Customers

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

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Feedback to Action: Transforming Customer Insights into CX Excellence

  Gathering and understanding customer feedback is crucial for the success of your business. It will give you insight into what your customers prefer and how you can improve your product, service, CX and ultimately your business performance. On top of this, it’s a powerful way to act as a warning system for customer churn. 

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Employee-Burnout

Employee Burnout – How to manage it using our Emotional Intelligence Framework

In our latest blog Employee Trends 2024 we mentioned that employee engagement is going down and emphasis on mental health and well-being will be incredibly important.    One of the factors causing employee burnout is a lack of balance in workloads. This includes the type of work they are doing and whether it is too

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Creating a Seamless Omnichannel Experience: Step by Step

Omnichannel experiences make it easy for your customers to do business with you on their terms. Seamless omnichannel experience isn’t anything new – everyone knows it’s good for the business. But how do you put processes in place for it all to come together?    In today’s article, we will go through exactly what it

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