During this masterclass, we were joined by the renowned CX and AI expert David Conway Senior Associate Director with KPMG UK, who recently published the superb ‘Say hello to your new AI colleague’ report which the CX profession has brilliantly received. (see link here) David has supported The CX Academy over the years and was a […]
Masterclass: Embedding AI in Your Organisation Read More »
If you’ve ever needed a lawyer you know how stressful it can be going through any legal action. On the other hand, if you’re a lawyer you understand how important the loyalty of your clients is for your firm. More than likely, the way you get your clients now isn’t through mass marketing but
CX for Legal & Accountancy Firms Read More »
Customer Experience (CX) focuses on how your customers feel about every interaction they have with your business. As a CEO, if you still believe that all you need is a great product and a good price, then your customers will leave you… Why? Because they may just feel like it! We are living
CX for CEOs – If you want your CEO’s attention – Talk Profits! Read More »
Customer Experience has become the fastest-growing business discipline in the world. As a result, 95% of leading organisations cite CX job roles as crucial to achieving business growth. Business owners are becoming more aware of the necessity for CX Professionals in their companies, so job opportunities keep increasing. So if you are working in
Need a career upgrade? Why not Customer Experience? Read More »
Whether it was a premonition or a hunch, B.Joseph Pine II knew he was onto something when he wrote ‘Welcome to the Experience Economy’ with James H Gilmore back in 1998. In their article, they explore the idea of ‘staging experiences’ and argue that this is where the ‘competitive battleground’ lies. Twenty-five years later
The Experience Economy Read More »
If you missed any of the tips, please find all of them below gather in this handy blog post for your convenience. Tip 1: Focus your resources in the ‘Delight’ stage of the sales funnel. In the recent years there has been a growth in referrals by existing customers among their friends, family and
20 Days of CX-MAS Tips – Summary Read More »
It is true that Customer Experience at its core is about human emotions and feelings. Ultimately the goal is to make your customers happy. But as with everything, CX is a little bit more complicated than just ‘making customers happy’. A good customer experience strategy is developed on the foundation of good research, statistics,
The Science Behind CX Read More »
As the third highest ranking supermarket in The CXi Customer Experience Report 2022 from The CX Company, Lidl are seeing the benefits of a strategic investment and focus on Customer Experience. At the heart of their strategy is their vision “To make live better by providing quality food at market leading value, ensuring customer satisfaction
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, the restaurant you enjoyed your romantic dinner at or the bus company you travelled with didn’t care about CX. In the spirit
Holiday Customer Experiences 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 »
