Bill Quiseng

NOVEMBER 1, 2023

Many CX professionals have advocated CX as strategies that explain customer journey mapping, the Peak End Rule, or innovative speed technologies among others. We remember our favorite sports leagues like the NFL, NBA, MLB, and NHL. QUI TAKEAWAY: Customer service is what you do for your customers.

CX 97

CX CXM Customer Journey Map Sports 97

ClearAction

JANUARY 6, 2021

Another interesting thing about this list of obvious CX excellence needs is it’s not necessarily in the average customer experience manager’s scope of control or influence. Similar disagreement would occur with the idea that your employee experience equals HR’s resolution of your complaints.

Customer Experience 77

Customer Experience Net Promoter Score VOC Key Driver Analysis 77

Experience Investigators

JULY 6, 2021

Project charters have become a common tool in project management, and the CX charter serves a similar purpose. The charter is a brief document to align the vision, purpose, responsibilities and roles for achieving customer experience success. Remember that customer experience happens whether you are intentional or not.

CX 130

CX Net Promoter Score Government NPS 130