Customer experience has come of age. It is now commonly accepted as a key differentiator right alongside product innovation, service and price. A lot has been written on the challenges and failures of CX. In this post, we focus on where CX works best with a goal of sharing a couple ideas that we can all use.
Who is your CX Architect?
Just as if you were looking to design a new home for your family, we see the need for architects in CX. People who will take the time to understand your needs, preferences and intentions on how you plan to use the space – or, in the case of CX, use the insights.
Make it real, and other pro tips for developing a customer-centric culture
Culture can make or break a CX program, especially a new one. In a perfect world, every company would start right out of the gate with a customer-centric culture. In the real world, this is not the case.
The Analytical Leader: Understanding Customer Experience Requires Thick Data
Thick Data provides insight into people’s emotions, motivations and ways of thinking. For our organizations to have a realistic view of the marketplace and our customers, CX leaders need to provide and advocate the use of Thick Data to supplement operational Big Data insights. This allows companies to challenge the status quo and reveal game-changing opportunities… Read more »
Why you’ll never be a unicorn great at all 10 CX traits
I hate to be the bearer of bad news, but as Steve Walker says in our bonus 10 Traits Recap podcast episode, “it would take a pretty special brand of unicorn.” At a Qualtrics X4 event, we took a group of about 40 B2B CX professionals through a self-evaluation exercise. And guess what? Not a Read More
CX Storytelling: Transforming Thought and Action
Don’t you wish you could be a fly on the wall after one of your presentations? It’s common after a presentation that people will tell you, “Nice job” or “Good stuff.” But what did they really think? Did they find it valuable? More importantly, did you have the desired impact to effectively transform the way they think and the way they act?
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Latest Episode
Bonus: We Asked CX Leaders at X4 About Their Top XM Challenges
Released: May 16, 2024