CXU Student Brief

CXU Student Brief 2

The CXU Student Brief

A monthly newsletter for Upgraded Online Course Subscribers

Let's Get Started on Your Online Learning!

Everyone has heard that a journey of a 1000-miles begins with a single step. The same is true in online learning. Your online CX journey begins with a single click.

Have you been making progress on your coursework? If you have started on your coursework, keep working! You have a plan and are sticking with it. If you haven’t logged in yet or seen your “getting started” email thanks to the spam filters or being super busy, now is a great opportunity to take that first click on your CX journey.

Below is the link to login to your CXU courses. Follow the link to login and take a moment to bookmark it for the future:

  1. If you ever forget your password, send me an email. I will reset it, and you can continue working.
  2. For the best results, please use Firefox or Google Chrome as your browser. 
  3. Once you are logged in, you can start with any course, but I recommend starting with CX 501 Customer Experience Strategy.
  4. If you haven’t made a study schedule for yourself, now is the time to do it!
  • Plan on logging into your course at least two times per week.
  • Many students print out the required articles and read them later.
  • Some students complete a lesson in one or more sessions.
  • Others work for a set period each time they log in and stop working when they have worked for the planned amount of time.

How you complete your CX courses is entirely up to you. Decide what works for your schedule and get started!

If you have any questions or need help, please contact me at any time. At CX University, we want you to have a meaningful and beneficial learning experience.

Happy Learning!

Sue Mettlen, Ed.D.

Chief Learning Officer

CX University

CX Point of View Series

Are you proving the value of your CX initiatives? 

In this 3-part series, authors Scott McCallister and Mohamed Latib argue for the entire discipline of CX by insisting practitioners measure their CX initiatives using hard data, thus underlining the real ROI and financial outcomes (success) of CX-centered strategies.

Testing CX Initiatives for Financial Benefits


Measurement models Customer ExperienceMeasurement Models for your Business Case

All Customer Experience gurus state that a connection of CX initiatives to the company bottom-line is important, but few discuss the hard details on how to do that. Past publications on this issue make a weak business case because they rely on analyses of correlations between satisfaction survey results and corporate or division-level revenues.

In this article, we will describe several types of tests that can be structured to determine whether CX initiatives have a positive effect on a company’s financial results. The types are:

  1. Actual results versus baseline expectations of a business segment

  2. Actual results of a test group versus a control group

  3. Comparing actual financial results of individuals and groups of customers with different CX exposures

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