Category: Strategy and Best Practices

Effective communication can elevate your CX program

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.

Read More

Seize Opportunities To Deliver Value With Your CX Program

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.

Read More

Value Planning: The Connection Between CX Outcomes and Business Objectives

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.

Read More