Engaging employees in Customer Experience (CX) processes can be challenging for companies with leading-edge CX programs and those that are evolving their CX processes. Defining an effective internal stakeholder engagement strategy is an important—and easily...
Choosing customer experience (CX) metrics that provide meaningful insights into how your organization is performing can be a difficult task. While there are many metrics that can be included, the most effective strategy is to select metrics that provide CX insights...
During this holiday season, many managers are grappling with annual performance reviews, year-end bonuses, and planning for 2017. It may surprise some that money isn’t the most effective recognition of a job well done. According to a global survey of more than 1,000...
Today, consumers have an unprecedented number of buying options for practically any good or service. While companies still try to stand out based on features and pricing, market leaders realize that customer experience (CX) can be the biggest differentiator between...
The words “feedback” and “motivation” can seem like antithetical concepts. The reason? “Feedback” often has a negative connotation due to its use as a “stick” versus a “carrot” to improve performance. However, customer experience (CX) leaders realize that...
Traditionally, customer experience (CX) has not been an area of strength for many communications companies. In fact the telecommunications industry received the second worst overall customer experience ranking, eclipsing the survey’s third place finisher by 20...
