In today’s climate, learning and development leaders need learning that drives behaviour change, aligns to strategy and scales across teams. That is why blended CX training is fast becoming a core part of modern L&D strategies. Every organisation has their own challenges and priorities when it comes to CX. That is why we were delighted […]
How L&D Leaders Are Using Blended Learning to Drive Real CX Impact Read More »
Great CX doesn’t just happen. It’s driven by teams who understand the customer, work together and take meaningful action. Blended learning helps CX professionals develop the right skills while giving them the support and freedom to work through real challenges and find practical solutions. Every organisation has their own challenges and priorities when it comes
How CX Practitioners Can Drive Change Through Blended Learning Read More »
In today’s competitive market, understanding your customer’s journey is more important than ever. Customer journey mapping is the process of visualising and analysing the steps your customers take when interacting with your brand. It enables you to truly walk in your customer’s shoes, gaining a deep understanding of their experiences, needs, and frustrations. By identifying
Setting Up Your Customer Journey Mapping Programme for Success Read More »
During this masterclass, we were joined by the renowned CX and AI expert David Conway Senior Associate Director with KPMG UK, who recently published the superb ‘Say hello to your new AI colleague’ report which the CX profession has brilliantly received. (see link here) David has supported The CX Academy over the years and was a
Masterclass: Embedding AI in Your Organisation Read More »
If you’ve ever needed a lawyer you know how stressful it can be going through any legal action. On the other hand, if you’re a lawyer you understand how important the loyalty of your clients is for your firm. More than likely, the way you get your clients now isn’t through mass marketing but
CX for Legal & Accountancy Firms Read More »
Customer Experience (CX) focuses on how your customers feel about every interaction they have with your business. As a CEO, if you still believe that all you need is a great product and a good price, then your customers will leave you… Why? Because they may just feel like it! We are living
CX for CEOs – If you want your CEO’s attention – Talk Profits! Read More »
Customer Experience has become the fastest-growing business discipline in the world. As a result, 95% of leading organisations cite CX job roles as crucial to achieving business growth. Business owners are becoming more aware of the necessity for CX Professionals in their companies, so job opportunities keep increasing. So if you are working in
Need a career upgrade? Why not Customer Experience? Read More »
Whether it was a premonition or a hunch, B.Joseph Pine II knew he was onto something when he wrote ‘Welcome to the Experience Economy’ with James H Gilmore back in 1998. In their article, they explore the idea of ‘staging experiences’ and argue that this is where the ‘competitive battleground’ lies. Twenty-five years later
The Experience Economy Read More »
If you missed any of the tips, please find all of them below gather in this handy blog post for your convenience. Tip 1: Focus your resources in the ‘Delight’ stage of the sales funnel. In the recent years there has been a growth in referrals by existing customers among their friends, family and
20 Days of CX-MAS Tips – Summary Read More »
It is true that Customer Experience at its core is about human emotions and feelings. Ultimately the goal is to make your customers happy. But as with everything, CX is a little bit more complicated than just ‘making customers happy’. A good customer experience strategy is developed on the foundation of good research, statistics,
The Science Behind CX Read More »
