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Building a Great CX Team

CX Accelerator

In this post, we want to delve into what those skills are and how we would prioritize each if we were building a CX team from the ground up. The 8 skills required by any CX team are: Strategy. But the strategy function within a CX team is also very much about the strategy’s implementation. Customer Journey Mapping.

CX 307
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Our CX Accelerator Board of Directors

CX Accelerator

We have big time news for CX Accelerator! We've been on the path to establish the organization as a non-profit to help amplify our mission of equipping CX professionals on every stage of their career journey. If you've not yet jumped into the CX Accelerator community, now is the time.

CX 182
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Using a CX vision to guide your growth strategy

Inside Customer Service

Customer-focused leaders do this with a customer experience (CX) vision. A CX vision is a shared definition of an outstanding customer experience that gets everyone on the same page. The best leaders use the CX vision to guide their growth strategy. CX Vision Our passion is the success of your brand.

CX 126
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2023 CallMiner CX Landscape Report highlights growing AI impact on CX

Callminer

The “more with less” economy has driven AI adoption as organizations strive to optimize CX. Read this blog to get the details on the 2023 CallMiner CX Landscape Report.

CX 182
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What Does it REALLY Mean to Put CX First?

But how can you really make CX a priority when you have competing budget and resource constraints? Download the eBook to learn the 5 essential elements of a CX-first platform that can help you dramatically improve your customer experience without adding more resources.

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Four financial services CX trends to watch for 2024

Callminer

Financial services teams must maintain sky-high CX and EX standards in 2024, despite major challenges. Explore the top four 2024 financial services CX trends.

CX 182
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What data skills can actually help CX Punk Rockers?

Adrian Swinscoe

Adrian points out that “CX should not be reduced […] The post What data skills can actually help CX Punk Rockers? This is a guest post by Akin Arikan, the author of Customer Experience Analytics and Multichannel Metrics. first appeared on Adrian Swinscoe.

CX 246
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How Mature Are Your Digital Experiences? A Step-by-Step Guide to Improved CX

Getting your customer experience (CX) right drives business success. Not only does a better CX improve customer satisfaction, increase retention, and create more engagement, it also drives key business results, including lower operational costs and higher profits. That’s why we wrote this eBook.

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Customer Experience Myths Guidebook

A CX myth is something widely believed or implemented that is based on “how we’ve always done it” thinking, rather than delivering truly innovative customer experiences. What CX myths are holding organizations back from top-level customer experience performance? What can companies do to find solid ground and move forward successfully?

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The Open CCaaS Advantage Report

Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations.

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The 2023 Customer Experience Management Value Index

In the complex ecosystem of CX tools developed for disparate use cases, metrics, and processes, Verint ranked as Exemplary through thorough analysis of product and customer experience in the Index. The Value Index is an assessment of how well vendors address buyers’ requirements for CX software and incorporates all criteria.

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Reimagining CX: How to Implement Effective AI-Driven Transformations

Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster

. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms. This webinar with CX master Steve Pappas will unravel how conversational AI is transforming business-customer interactions and contact center operations globally.

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New 2023 State of CX Survey Uncovers Work From Home Misalignment

The Northridge Group’s State of CX 2023 Part II research report reveals that nearly 50% of consumers surveyed had knowingly spoken to a customer service associate working from home—and almost 75% of those respondents felt the associate's location did not impact the service or experience. JUST RELEASED!

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CCO + CMO: A Winning Partnership for Accelerated CX Growth

How the CCO can improve CX and drive advocacy. How the CMO can improve CX and drive advocacy. Find out how collaboration can enhance the customer experience and drive business growth. Our eBook explains how, with topics like: Why should customer success and marketing leaders align? Download the ebook now!

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7th Annual CX Report by The Northridge Group Uncovers Priority Training Focus

Check out The Northridge Group’s latest CX research report —the 7th annual CX survey of 1,000 customers and 250 business executives—to see additional statistics as well as insights that businesses can use to benchmark their customer service and improve the overall experience!