Category: Strategy and Best Practices

Effective communication can elevate your CX program

Posted on July 7, 2022 by Sean Clayton and Molly Work - Strategy and Best Practices

It’s not just talk. Good communication is essential to executing a successful customer experience (CX) program. In fact, a comprehensive communications plan, developed well before your first survey is ever deployed, can propel your CX program from “just OK” to a level that enables you to motivate change, accelerate action, and achieve desired results.

Seize Opportunities To Deliver Value With Your CX Program

Posted on June 1, 2022 by Georgetta Parisi and Troy Powell - Strategy and Best Practices

The job of a customer experience (CX) professional can be described as mastering the art of “sensing” and “seizing.” The sensing part of the equation is the gathering of information to gain a deeper understanding of the customer. Among other things, sensing reveals customers’ concerns, their needs, and where opportunities and risks lie within the customer relationship.

Value Planning: The Connection Between CX Outcomes and Business Objectives

Posted on May 24, 2022 by Michelle Buretta - Strategy and Best Practices

Launching any new initiative usually starts with three questions: Why are we doing this? Why is now the right time? What do we want to achieve? Consider a recent business project or a personal plan. Asking these questions defines the need, the urgency, and the end goal. The answers illustrate what is possible and why those opportunities are important right now.

Governance: Building the Foundation of All Great CX Programs

Posted on April 25, 2022 by Diane Skirvin and Ashley Hicks - Strategy and Best Practices

“Let’s do a survey!” For many companies, this statement marks the beginning of their customer experience (CX) program. However, thinking only about the survey and questions to ask has businesses jumping in at the end of the planning process.

26 Actionable Steps to Improve Customer Satisfaction

Posted on April 4, 2022 - Strategy and Best Practices, Voice of the Customer

Customer experience professionals need to embrace a new way of thinking. Today, customers expect personalized service, the ability to customize products and services to serve their unique needs, and immediate gratification.

Drive business success with a custom XM program roadmap

Posted on March 10, 2022 by Matt Braun - Strategy and Best Practices

Who doesn’t appreciate a good roadmap? Through its evolution from accordion-folded paper the size of a poster to interactive app on a handheld device, a roadmap shows the way from where you are to where you want to go. Great, right? And whether you’re talking about a cross-country road trip or the journey to building a goal-oriented experience management (XM) program, a roadmap is an essential tool to help you get there.