Stay up to date with the latest customer experience thought leadership from our members
Member Spotlight: Claudette Harris
“We must remember those who are coming after us, grab their hands, identify their gifts and train them to be our future leaders.”
How to Use Data to Drive Investment Decision-Making
“93% of customer initiatives fail (yes, that many!), with as little as 23% of C-suite respondents claiming that their CX investments brought about ‘tangible benefits’.
Why is this? And what can we do to demonstrate the impact of our CX initiatives to stakeholders?
Businesses soon become disillusioned when CX-ers fail to explain the results of their initiatives. This is often the result of CX initiatives that aim to do too much and, as a result, take far too long!
By adopting an increasingly agile approach – combining the science of data with the art of CX – we can avoid stakeholder…”
Why Self-Awareness is Important for Female Professionals
“When exhibiting the exact same behaviours, men and women are perceived differently: men are assertive, whereas women are bossy’ Men are passionate… women on the other hand, we’re ‘emotional’. Yawn.
It’s an unfair and sad fact of life, but how can self-awareness help us to compensate for this inequality?
Members of the WiCX community highlighted several key benefits brought about by the cultivation of self-awareness:
You feel confident in your own ability. The world doesn’t seem to appreciate strong, successful women. We’re expected to…”
What Does the Future Hold for the CX Professional?
“With technological advancement, multiple channels, and new engagement expectations, how as CX-ers do we adapt our approach in order to design customer experiences that customers actually need, that brands want to offer, and that drive value for the organisation?
Technological advancement: With digital technologies impacting every aspect of our lives, businesses have no choice but to ‘digitally transform’ and adapt (or be left behind in the dust!). In order to create a positive customer experience…”
The ROI of CX for Non-Profit Organisations
“Not all return on investment has to be financial. Social return on investment is a big part of housing associations’ purpose beyond being a landlord. So, delivering customer experience improvements that impact wider society is hugely important and has additional benefits in creating thriving communities where people take pride in where they live.
The main difference is that…”
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