CX for B2B is very similar as for B2C relationships. In B2B, although you might be selling to another company rather than an individual consumer, you need to apply the same emotional drivers and fundamentals for both. All the key CX principles apply; customer loyalty, retention and advocacy. What Is Business-to-Business (B2B)? Business-to-business (B2B) […]
Customer Experience for B2B Read More »
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 »
When you start a business, you tell everyone about it. Back in the day it happened at the post office and through word of mouth. Then we had flyers and posters, adverts on the TV and multitude of other places you could show your ad, with fingers crossed hoping that your message will be convincing
Investing in Customer Experience should seem like an obvious action to take, yet so many companies still don’t get it! The key challenges for the organisations are; wrong use of digital technologies, lack of human touch, inattentiveness to employee needs and a customers’ lower tolerance for failure. By investing in CX you will invest
Why You Should Invest in Customer Experience? – 5 Benefits 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 »
If you do a quick google search for ‘How to improve your Customer Experience?’, the advice is geared towards digital and technology solutions. An omnichannel experience utilising AI and Chatbots is presented as a universal solution to all CX problems. However, there is a very thin line between enhancing your CX strategy with digital solutions
The Digital Part of the (Customer Experience) Business Read More »
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
Steps to Successful Customer Journey Mapping Read More »
‘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 »
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
Does Artificial Intelligence have a role in CX? 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
Who benefits from CX investment? Read More »
We’re delighted to announce the addition of AI into our Professional Diploma in CX.
