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. It is an essential skill within all CX teams and one of the few that is taught.

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How to Measure CX Impact

Heart of the Customer

We CX folks love to discuss measurement. The post How to Measure CX Impact appeared first on Heart of the Customer. If you want to fill a room at a conference, just put the word “metric” in your session title, and you’re good to go.

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Building a CX Dashboard

CX Accelerator

If you’re running a CX program, you need a way of communicating your progress to your superiors and the broader organisation. what’s required is something that will break down the walls of the CX department allowing everyone in the business to see how the organisation is performing relative to customer expectations and its targets. It helps you, as a CX Manager, focus on the metrics that are important. I hope that’s helped any of you who are creating your first CX dashboard.

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Developing a CX Program of Work

CX Accelerator

As a CX manager, there comes a time when you have to start implementing changes within your organisation to help you to meet and exceed your customers’ expectations. These are the initiatives that are going to ensure you reach the goals you’ve defined in your CX strategy.

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Investing Wisely in your CX Tech Stack

Why does your organization need to focus on building a great CX? Because a good customer experience is attributable to better revenue on your end, and higher satisfaction for your customers. Of the companies that have improved CX, how many do you think saw an increase in revenue? An enormous 84% of them. Are you heading in the right direction to maximize your ROI and cost savings across your organization? Download the eBook today to focus on building a great CX!

Building a CX Dashboard

CX Accelerator

If you’re running a CX program, you need a way of communicating your progress to your superiors and the broader organisation. It raises awareness in and engages employees in what you’re trying to achieve in the CX department by connecting achievement of CX outcomes to business success.

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Becoming The CX Leader Your Business Needs

CX Accelerator

Let’s face it, leadership in CX has never been a walk in the park. At the beginning of the year we saw some mixed predictions from Forrester that one in four CX professionals would lose their jobs whilst, in the same breath, stating that the number of CX execs would swell by 25%.

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Why Do YOU Do CX?

Heart of the Customer

I’m still on a high from our first-annual Do B2B Better conference, where we celebrated those few customer experience (CX) leaders at B2B and B2B2C organizations whom we can definitively call “Change Makers.” At my opening keynote, I asked participants a question: Why do you do CX?

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Developing a CX Program of Work

CX Accelerator

As a CX manager, there comes a time when you have to start implementing changes within your organisation to help you to meet and exceed your customers’ expectations. These are the initiatives that are going to ensure you reach the goals you’ve defined in your CX strategy.

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The Secret of CX Success

Heart of the Customer

But I think many CX professionals – myself included – could benefit from a reminder of just how much confidence […]. The post The Secret of CX Success appeared first on Heart of the Customer. Swing for the fences! Shoot for the Moon! You got this!

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The State of Customer Experience 2023 Research Report

The Northridge Group’s State of Customer Experience 2023 research report reveals a surge in preference for online agent chat versus phone amongst 18-35-year-olds—the first time online chat has eclipsed phone! Download the new report for more CX insights.

How to Measure CX Impact

Heart of the Customer

We CX folks love to discuss measurement. The post How to Measure CX Impact appeared first on Heart of the Customer. If you want to fill a room at a conference, just put the word “metric” in your session title, and you’re good to go.

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CX Needs Change Management

Heart of the Customer

You probably moved into customer experience (CX) because of a passion for customers. The post CX Needs Change Management appeared first on Heart of the Customer. Customer Experience Vision Driving CX Culture Change business problem change management CX Tools cx vision driving change

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Celebrating Tony Hsieh's Contribution to CX

CX Accelerator

The all-too-sudden and tragic passing of former Zappos CEO, Tony Hsieh has sent a ripple through the business world, and the customer experience (CX) community is no exception. Tony Hsieh, whether we knew him or not, was an influencer and mentor to so many of us in the world of CX.

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The 11 Tracks on our CX Playlist

CX Accelerator

Collected and written by your CX DJ, Jeremy Watkin. ,, In the #CXQOTD for Friday, October 16 we challenged our community to come up with a CX playlist. The question was, “What song sums up your aspirations as a CX leader?”. Any CX leaders out there that feel like this?

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CCO + CMO: A Winning Partnership for Accelerated CX Growth

Find out how collaboration between a CMO and CCO can enhance the customer experience and drive business growth in this new ebook.

Becoming The CX Leader Your Business Needs

CX Accelerator

Let’s face it, leadership in CX has never been a walk in the park. At the beginning of the year we saw some mixed predictions from Forrester that one in four CX professionals would lose their jobs whilst, in the same breath, stating that the number of CX execs would swell by 25%.

CX 182

Enlist a Volunteer CX Army

Heart of the Customer

One thing about being in CX – you’re unlikely to have a huge staff. CX doesn’t – and can’t! – Your role is to influence them, and align the entire organization on CX objectives. The post Enlist a Volunteer CX Army appeared first on Heart of the Customer.

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Building a Customer Experience (CX) Strategy

CX Accelerator

This article will help you understand what a CX strategy is and how to build one by. Be it a new or seasoned company, before creating a CX strategy to improve your. Step Two: Align your CX Strategy with Business Objectives. CX champions). Back To CX Accelerator Blog.

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Building a Customer Experience (CX) Strategy

CX Accelerator

This article will help you understand what a CX strategy is and how to build one by. Be it a new or seasoned company, before creating a CX strategy to improve your. Step Two: Align your CX Strategy with Business Objectives. CX champions). Back To CX Accelerator Blog.

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How Self-Service Can Drive Down Costs and Improve CX

Best-selling author and customer experience thought leader Blake Morgan has created a new ebook on why offering self-service should be your focus. Self-service can improve customer experience and simultaneously drive down costs.

The Greatest Avenger of the CX Universe

CX Accelerator

You are looking to hire one Avenger from the Marvel Cinematic Universe who will build the best CX program in all of the universe. We posed this question to the CX Accelerator extended community and got some interesting answers. I am Groot Gamora The greatest "Avenger of CX" is without a doubt, Gamora. And there’s no chance a top executive will get away with telling her she’s not qualified to lead a CX effort. That's who we need saving the CX of the galaxy.

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Nitty-Gritty CX Truths

Heart of the Customer

The post Nitty-Gritty CX Truths appeared first on Heart of the Customer. CX Program Strategy Customer Experience CX expertiseYou probably don’t need me to tell you this, but those in customer experience can have a rough go of it.

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Easy Listening…and CX Learning

Heart of the Customer

The post Easy Listening…and CX Learning appeared first on Heart of the Customer. I love to break up my day by getting outside for a nice, long walk. And with a hint of spring in the air, those of us in northern climes will soon be able to do that more comfortably, more often.

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The CX Event You Don’t Want to Miss

Heart of the Customer

A while back, I set out to discover precisely why some CX leaders were so successful while others (more accurately, most) struggled to move the needle. The post The CX Event You Don’t Want to Miss appeared first on Heart of the Customer.

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Research Study: Customer Perceptions of the Community Experience

We surveyed more than 600 consumers about their perceptions of the community experience. Our aim? To reveal how community can impact business-focused objectives. Get your free copy of this research report today to find out how customer expectations can be addressed and how it can affect your brand’s bottom line.

Celebrating Tony Hsieh's Contribution to CX

CX Accelerator

The all-too-sudden and tragic passing of former Zappos CEO, Tony Hsieh has sent a ripple through the business world, and the customer experience (CX) community is no exception. Tony Hsieh, whether we knew him or not, was an influencer and mentor to so many of us in the world of CX.

CX 182

Should You Stay or Should You Go? Reading the Signs and Leading CX Buy-In at Your Organization

CX Accelerator

And although the most profitable and successful companies across every sector globally, are also the ones that have the highest CX scores, adoption is slow in many organizations. A few reminders for those leading CX “buy-in” for an organization: 1. Be the evangelist for CX.

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Seven CX solutions: tips and best practices for improving CX in the contact center

Callminer

Read this blog for seven tips and best practices for improving CX in the contact center

CX Annuities Solve CX ROI & Tenure Dilemmas

ClearAction

CX Annuities Solve CX ROI & Tenure Dilemmas Lynn Hunsaker. CX annuities is a phrase I coined to represent massive savings and impressive gains available through a different approach to management of customer, partner, and employee experience. is CX Annuities.

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Customer Perceptions of the Community Experience

Customer experience expectations are ever-changing so understanding what they are is crucial to the success of your brand. Get a copy of the free report from Vanilla Forums today to find out how customer expectations can be addressed through community and how community can affect your brand’s bottom line.

Follow the Chain of CX Value to Drive Impact

Heart of the Customer

Done right, CX is a business discipline where organizations thrive by investing in an improved customer experience. The post Follow the Chain of CX Value to Drive Impact appeared first on Heart of the Customer.

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The 11 Tracks on our CX Playlist

CX Accelerator

Collected and written by your CX DJ, Jeremy Watkin. ,, In the #CXQOTD for Friday, October 16 we challenged our community to come up with a CX playlist. The question was, “What song sums up your aspirations as a CX leader?”. Any CX leaders out there that feel like this?

CX 182

Do You Need a CX Vision?

Heart of the Customer

“One of the first things you do when you stand up a CX program is to create a CX vision.” The post Do You Need a CX Vision? It’s said so often that it’s pretty much a cliché. It just seems to make sense. It also aligns with John Kotter’s 8-step change management program.

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Building a Customer Experience (CX) Strategy

CX Accelerator

This article will help you understand what a CX strategy is and how to build one by adapting the philosopher Vanilla Ice’s famous words, “. Step One: Stop & Understand Current State Be it a new or seasoned company, before creating a CX strategy to improve your customer’s experience, first create a baseline by understanding your current state. When employees know about CX and care about it, they are well positioned to deliver a positive, memorable customer experience.

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Expert Insights: Your 2023 Guide to EX, CX, and Technology

Speaker: Colin Taylor, CEO & Chief Chaos Officer at The Taylor Reach Group, Inc

In this webinar, contact center expert Colin Taylor will discuss which trends in 2023 will drive your organization into the future!

Your Next CX Hire…Shouldn’t Be a CX Hire

Heart of the Customer

The post Your Next CX Hire…Shouldn’t Be a CX Hire appeared first on Heart of the Customer. CX Program Strategy Driving CX Culture Change business problem Customer Experience customer experience tip CX CX Tips driving change Executives

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