Managing change

7 steps to effective CX change management

juni 2, 2023 admin 0

When transitioning to become a customer centric business, your business will encounter many challenges. Having a solid change management strategy will prevent many mishaps from becoming bigger issues.

Customer Journey Map

Customer Experience in a Post-COVID World

september 21, 2021 admin 0

According to IWFM, CX is a combination of customer care and customer service. It follows the end-to-end journey a customer is taken on, combining all the physical and emotional elements and attributes within service & care at every step of the way.

The missing link: Customer engagement and KPI’s

augustus 12, 2021 admin 0

We are living in an era that demands right brained thinking and actions around engagement and CX. But even customer engagement has to be measured. Steve Bocska, CEO of PUG Interactive, has figured out how to measure engagement — and he may be onto something.

Employee Engagement

An Employee Experience Tool To Empower EX Excellence

juli 13, 2021 admin 0

The value of customer experience (CX) design and management has been well-established. And CX maturity models have been used for several years to guide, measure, and improve companies’ performance on CX. Now that businesses are waking up to EX as an equally valuable organizational competence, an EX Maturity Model is needed.

Supporting the customer

The Favorite CX Metric Of The Top CX Industry Leaders

juni 17, 2021 admin 0

Today, brands are focused on establishing a relationship with customers and look beyond the activity-based process of winning the customers’ hearts. This new outlook has also evolved the customer experience metrics that matter most than ever and will continue to drive the organizations’ customer-engagement operations.

Customer obsessed

The Secret Ingredients of a CX-Led Company Culture

juni 5, 2021 admin 0

Customer experience does not live in a void controlled by the marketing teams. Context is everything, and the culture within a company and the day-to-day experience of employees have a huge influence on the kind of experience that is delivered to the final customer.