Having a passion for customers and customer experience is the secret sauce in all successful CX strategies. Passion is the key driver to achieve goals and more importantly, it is what keeps us going when we encounter barriers or difficulties. As Palit states in his article, “Passion is the fuel that propels us forward on […]
Artificial Intelligence (AI) could be your organisation’s worst nightmare. As everyone praises its benefits (We did too: 5 Ways AI Will Change Customer Experience Forever) some businesses are diving in head first, which could create a whole lot of frustrated customers, data privacy breaches and discrimination. So let us be The Devli’s Advocate
AI and CX – Watch Out! Read More »
In the CX Academy, we define the power of persuasion as the ability to influence a person’s beliefs and actions. When you are leading the CX Agenda in your company, it is important to understand that nobody can do this alone. Your role as the CX Director / Leader is to get everyone in
The Power of Persuasion Read More »
Earning €70k a year, getting praised for company success, and reading through the positive reviews and customer feedback all day long sounds great. But being a CX Director is not this easy – if it were everyone would be doing it. To truly be a good CX Director, you not only have the knowledge,
Do You Have What It Takes To Be a CX Director? 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 »
Artificial Intelligence (AI) has recently been a hot topic on social media platforms. The enthusiasm of some is shielding it from the criticism of others. Some fear that robots will take over our world and dominate us in all aspects of our lives. Others claim that this is the first step to a future with
5 Ways AI Will Change Customer Experience Forever 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 are a CEO, Manager, Supervisor, Team Leader you should ask yourself are you just a manager, or are you a leader? This question is important because as Horst Schulze said, ‘Managers push: Leaders Inspire’! What is Leadership? Kevin Kruse explains, “Leadership is a process of social influence, which maximises the
How To Be a Good CX Leader? Read More »
The reason you have customers is because they have a need to fulfil and your product or service seems to have just the right solution for them. Lucky you! Unfortunately, this is where the real job only begins. It’s great that you have customers but they won’t stay with your business too long if
Customer Needs: The What, The Why & The How Read More »
“A human being is a social animal. So, if you create some short moment of happiness for people, you get deep satisfaction.” – Dalai Lama Unless you are extremely unusual and have no contact with anyone, you will need to be able to build and maintain strong relationships, both in your personal and work
Psychology of Employee Relationships Read More »
We’re delighted to announce the addition of AI into our Professional Diploma in CX.
