Resources

 

Customer Experience Webinar 16th of May

  We’re delighted to invite you to join us on Thursday 16th May at 10am (BST) for a webinar in this fast growing sector. Our guest speaker will be Michael Killeen, Managing Director of The CX Company and a global and passionate voice for CX over many years. Please register here: https://zoom.us/webinar/register/WN_PNkhm12bTsWElQmWua8pDg Michael will talk […]

Steps to Successful Customer Journey Mapping

  Below is an excerpt taken from Module 4 of the Professional Certificate in Customer Experience. This module includes all the below and a huge amount of detailed information on how your business can create and utilise your customer journey. What is a Customer Journey? A Customer Journey is defined as every interaction across every touch-point […]

Book Review – Customer Experience what how and why now

‘Customer Experience what how and why now’ – Don Peppers When it comes to customer experience, Don Peppers is one of the world’s most respected authorities. Over the last twenty years he and co-author Martha Rogers have written a series of best-selling bo oks on the subject. They have collectively sold over a million copies […]

Does Artificial Intelligence have a role in CX?

Does Artificial Intelligence have a role in CX?   Let’s talk about change. Not many people are comfortable with change. We have our routines, our regular customers, trusted suppliers and, yes, we have our competitors too but we know who they are, where they work from and we like it that way. But the change […]

Who benefits from CX investment?

  Everyone Benefits from investment in CX     CEO Shareholder value CX provides greater ROI for investors Business differentiation Because most businesses today offer pretty much the same product at the same price, CX is now the only true way a company can differentiate its offering to its customers Business reputation Companies that treat […]

The Economics of ‘The CX Framework’

Delivering Customer Experience Excellence offers companies many benefits which in turn create greater shareholder value. By consistently focusing on ‘The CX Framework’, companies will create an emotional connection with customers, creating behaviours and relationships that deliver growth. But what economic impact will ‘The CX Framework’ have on your company? The following diagram illustrates the economics […]

Seven key CX trends for 2019

As 2019 gets underway we can reflect on a 2018 that brought some fascinating changes in the landscape of CX worldwide. Instead of seeing improvements around the globe, we have actually seen a dip in performance. It is clear that the majority of companies are still struggling to deliver CX Excellence. Failing to meet the […]