CX Journey

MAY 3, 2016

The Customer Experience Professionals Association (CXPA) was established in 2011 to support and to advance the customer experience profession, to set standards for the profession, and to increase the visibility of these long-unsung heroes. this impact the customer and his experience?

Customer Experience 80

Customer Experience Customer Experience Professionals ROI Metrics 80

CX Journey

MARCH 8, 2017

Sadly, this is a concept that voice of the customer and customer experience professionals are quite familiar with. When these professionals continue using the same tools and the same processes over and over again, yet find they're not making any progress, well, that's customer experience insanity.

Analysis 145

Analysis Analytics Customer Experience Professionals Tools 145

ClearAction

OCTOBER 1, 2018

CXM status quo is on a long slog to CX-centricity because it begins with a program such as customer service, customer voice, CRM, customer loyalty program, or digital marketing. Each of these starting points emphasizes customer-facing roles, reacting to and seeking to shape customers’ actions.

Customer Experience 63

Customer Experience Effort Score ROI Study 63

Russel Lolacher

OCTOBER 10, 2022

Let’s call this customer experience Professionals Association. And she’s been a been a bunch of top this and top that list for customer experience leadership. In fact, I just gave this advice to a friend we were together in person at an event. Wow, another acronym. Hello to you, Stacy.

Trends 52

Trends Net Promoter Score Leadership Employee Experience 52

Pointillist

AUGUST 18, 2021

I recently sat down with three luminaries in the field of customer experience to discuss the highlights of Pointillist’s third annual report on the State of Customer Journey Management and CX Measurement. But it’s the addition of the fourth voice that is the final point I’ll make.

Customer Journeys 40

Customer Journeys Self Service Omni-Channel Measurement 40