Receive a profile of your CX knowledge by taking the CXQ™, aligned with CXPA's rubric.
Across almost every channel, be it a digital publication, fireside chat, webinar, podcast, or social media buzz, we hear about how to prepare for a return to normalcy (normal means conforming to something usual, expected, and typical). There is nothing typical about what has just happened to the world in the past month or two….
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…
There is a chorus of voices across the business landscape with a resonant message: stage positive experiences for your customers and business performance will improve. Customer experience practitioners argue that doing so will make it easier to acquire customers, reduced churn, improve revenues and profitability, and in general, create brand loyalty. This is compelling logic,…
