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 …
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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 …
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 …
‘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 …
Book Review – Customer Experience what how and why now Read More »
Everyone Benefits from investment in CX [one_half]Companies that deliver CX excellence receive immediate and impactful benefits that filter throughout the whole business. Each of these benefits ultimately deliver greater commercial ROI and shareholder value. These benefits can be realised by each business department or C-suite decision maker. Below, we outline which benefits are …
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 …
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 …
