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WEBINAR: Show me the numbers! Bridging the gap between CX measures and real financial outcomes

By | 2018-01-08T15:29:02+00:00 November 15th, 2017|Tags: , , , |

Show me the numbers! Bridging the Gap Between CX Measures and Real Financial Outcomes Join Scott McCallister, CXU's new VP of Consulting, in a live and free webinar to learn more about one of the CX discipline's most glaring gap: getting hard numbers to support your CX initiatives. Over the last fifteen years, many corporations have [...]

CXU 2016 Performance Results: Online Courses

By | 2017-06-02T09:29:19+00:00 February 27th, 2017|Categories: Customer Centricity, CX Strategy, Experience Design, Metrics and ROI, Organizational Adoption of CX, Press Release, VOC and Customer Insights|Tags: , , , , |

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 courses [...]

What to do When You Hit a Customer Satisfaction Plateau

By | 2017-06-02T09:29:20+00:00 September 20th, 2016|Categories: Experience Design, Metrics and ROI, VOC and Customer Insights|Tags: , , , , , |

We all want to see constant improvement, but what do you do when customer satisfaction flat lines?   The dreaded customer satisfaction (CSAT) plateau. It happens to every organization. After beginning our customer experience program, we enjoyed watching the satisfaction metric rise. And rise it did. I couldn’t wait to see the quarterly results to see [...]

When Your Genius is not Enough for VOC Program Success

By | 2017-06-02T09:29:24+00:00 September 5th, 2016|Categories: Metrics and ROI, VOC and Customer Insights|Tags: , , , , |

Author's Note: This is the third of a series of six posts about Why You Shouldn't Be Surprised Your VOC Program is Failing.   There are few multi-expertise geniuses in the history of humanity. Don’t make the mistake of thinking you’re one of them. The best Voice of the Customer (VOC) programs and highest value VOC projects are led by [...]