5 Stakeholder Types CX Can’t Afford to Ignore
CX leaders must identify and manage 5 types of stakeholders to lead successful customer experience transformations.
Stop Playing Whac-a-Mole with CX Pain Points
Instead of solving pain points and optimizing interactions, adopt a customer journey perspective to create the biggest business impact.
How to Measure the Customer Experience
With NPS survey response rates dropping into the single digits and customers who outright lie on them—or exhibit a “selective memory” when recalling facts and details—can you really expect to measure the customer experience?
Improving the Agent Experience with Generative AI
Improve the agent experience using generative AI for the mundane, so humans can focus on what they’re best at—empathy and problem solving.
The Metrics Obsession that’s Killing the Customer Experience
We’re obsessed with metrics. We have a greater capability to measure business performance than ever before. But is the customer experience getting any better?
CX is the Emotion Business: Why Emotional Intelligence is Crucial for Customer Experience Leaders
CX Leaders are in the business of understanding and managing emotions—in our customers, our colleagues, and ourselves. High emotional intelligence is critical for managing customer experiences and leading organizational change.
Talk to stakeholders without sounding like a junior con-artist: Behavior-based communication with DISC for CX Leaders
To have breakthrough conversations with CX stakeholders, adapt your communication to their preferred style—not your own. Use DISC personality types as a guide.
Why CX Leaders need Stakeholder Analysis to Get Buy-in
If you want to influence stakeholders to buy in and take action on CX, use Stakeholder Analysis to develop a deeper understanding of their values, goals, and motivations.
How to Achieve Your 2023 CX Vision
Apply the visualization techniques used by high performers to define your CX vision and make daily incremental progress towards success.
Make Executives Crave Your CX Program Updates
When presenting your CX program updates to the executive team, know your audience. Prepare tasty little CX snacks for everyone!