Organizational Adoption of CX
Organizational Adoption and Accountability
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Unlocking the Benefits of Specialized Training Companies for Online Professional Development Programs
Unlock the advantages of specialized training companies for online professional development programs. Discover how cost-effectiveness, tailored programs, and tiered approaches drive employee engagement, improve customer experience, and meet key KPIs.
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Embracing Online Education: Advantages of Earning Graduate Credits and Degrees for Busy Professionals
Discover the advantages of earning graduate credits and degrees online for busy professionals. Explore how education has evolved since Covid-19 and why finding the right program, like CX University’s partnership with accredited institutions, is crucial for motivation, appropriate challenges, and successful completion.
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Break Silos with This Secret Customer Experience Weapon: Cascading Collaboration
People live in their own functional domains. They have their responsibilities, their metrics, and they can become defenders of their domains. Though from the best intentions, internal competition ultimately creates the reactionary boundaries that we have come to call silos, which harm an organization in ways that are becoming increasingly fatal. I won’t spend an…
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Bad News for CEOs: You can’t compete your way to superior customer experience
For a Customer Experience (CX) initiative to succeed, it needs broad support across the organization, and it needs deep, gut-level support within the C-Suite. CX is not like a sales methodology, or a new technology. CX is not a tool; it is a creed, a creed that McKinsey asserts “…require organizations to make cultural changes…
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Customer Experience Is Either Everybody’s Business, or Nobody’s Business
Until maybe 20 years ago, people were fine with businesses that were in it for efficiency and strategy. Andrew Carnegie didn’t need to worry about maintaining above-average customer satisfaction. He just had to deliver at the right price. He was building a fortune and a monument to industry; that’s what mattered. “What customer experience needs…
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Which is more integral to success: Digitization or customer experience?
In an era when disruptors like Uber, Netflix, and Amazon are reimagining markets and eroding the boundaries between markets, incumbents know they need to change. The problem most are confronting is how to begin, where, and how much? One answer to this question is digitization. Our competitors are able to deliver greater levels of efficiency…
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CX in a Box
If we can order something on Amazon Prime and it arrives the next day, then why can’t that be the same for CX? I’ve found that it has taken years for my role and the implementation of CX to have its effect, and a quick 60-minute online lesson won’t make you a master of the…
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The Eleven Sacred Cows of Customer Experience
Download the Sacred Cows eBook How does your organization hold up to the Sacred Cows test? eBook stocked with 11 Sacred Cows Case examples of each Sacred Cow Far too often I have heard practitioners say that they are challenged to get leadership support for their CX initiatives. Have you heard the same? I have…
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Customer Centricity | CX Strategy | Experience Design | Metrics and ROI | Organizational Adoption of CX | Press Release | VOC and Customer Insights
CXU 2016 Performance Results: Online Courses
Since the launch of CX University in late 2015, the Online Courses have been touted as the most comprehensive professional development courses offered on the market. After carefully cultivating and analyzing the testing scores of CXU learners over the past year, the results clearly show the difference CXU Online Courses make. Since the launch of…
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Reduce Employee Effort for a Great Customer Experience
There’s a lot of talk about how much effort a customer is required to put forth to complete some task with an organization, whether it’s to buy a product, to get an issue resolved, or to do something else. There’s even a way to measure this effort, using the customer effort score (CES). If you’re…
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How to Create an Effective Business Case for CX
Customer experience requires funding and funding requires a strong business case. So how do you draw a direct connection between your efforts and the business resources needed to sustain them? Whether you are a seasoned practitioner or a relative newcomer, just beginning a new program, or refining the next level of organizational improvement, chances are…
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Why Good Relationships Matter to VOC Program Success
Author’s Note: This is the fourth of a series of six posts about Why You Shouldn’t Be Surprises Your VOC Program is Failing. Voice of the Customer (VOC) programs are not self-sufficient islands. They need a wide variety of resources from across the company. And, other people control those resources. Here are just a few examples: Data from…
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CX Adoption: The Most Important Word to Get Your Organization to Move
You’re probably thinking to yourself right now that you know what the most important word is for CX adoption. Of course you know what needs to be said to get your organization to ignite customer-centric behavior. Or maybe you don’t know for certain, but you have a good idea that two or three words that…
