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The Art of Selling CX

Horizon CX

The Art of Selling CX: Convincing Skeptical Senior Leaders on Customer Experience Success Introduction In the dynamic landscape of customer experience (CX) management, the journey extends beyond strategic implementation; it’s a constant process of persuasion and selling ideas, especially to senior leadership.

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‘Customer excellence is here: it’s just not very evenly distributed yet’. The Nunwood 2014 UK Customer Experience Excellence Report

ijgolding

Customer Excellence is here: it’s just not evenly distributed yet’ A fantastic quote that I wish I could claim was mine! In 2014, it is very difficult to find an organisation who does not believe that the customer experience or being customer centric is NOT of value. Expectations.

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Re-defining NO! Re-focusing your people on the art of the possible

ijgolding

In the context of Customer Experience, it is extremely likely that this word is regularly used when an unsatisfactory experience is ‘endured’ by a customer. The word NO contains only two letters, yet its meaning can have serious ramifications on the behaviour of your employees and as importantly your customers.

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Is it time to become a Customer ‘LUD-ite’ – guest post by Stephen Hewett

ijgolding

It is always a huge pleasure and often humbling for me to meet fellow Customer Experience Professionals. As well as being remarkably reassuring that I am not the only customer focused ‘nutcase’, I learn a considerable amount too! Is what customers need from us really that complicated.

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Agile and CX: Prioritizing People over process

Zeisler Consulting

I remember early in my career having to explain to leaders that using a control chart (at that time in this company, control charts were all the rage ) to display our Customer satisfaction metrics made no sense. Naturally we look for compassion and Customer-centricity in the team members we bring onboard.

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CX Experts We Love

Wootric CX Blog

These authors, speakers, thought-leaders and dedicated customer experience professionals have all helped contribute to the widespread adoption of CX, not just as a strategy, but as a higher goal. Why we love Amy: She’s head of Customer Advocacy at MindTouch. Angus Yang. Why we love Augie: He’s the Sr. Blake Morgan.

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A Perspective and a Prospective on CX

Horizon CX

Year-end has always been a time for personal reflection for me and as 2018 ends in just a few hours, I am inspired to share the following thoughts around Customer Experience both in reflection of the year just about to end and the one just about to begin. Customer Journey Mapping is another case in point.