CX: DIY or Bust?

Self-service and DIY. It’s a growing expectation among all of us and more and more prominent in our everyday lives. It’s no different in CX, where self-service / DIY Enterprise Feedback Management (EFM) platforms have become the norm. Many companies now have formal CX functions with adequate resources and expertise in order to manage and

Continue reading

The post CX: DIY or Bust? appeared first on CX Advantage.

Creating Business Value: Key Takeaways From the 2018 CXPA Insight Exchange

Last week was the 2018 CXPA Insight Exchange in New Orleans. As always, the spirit of ‘CX’ was alive and the networking and sharing of the latest trends and best practices in the field were immense. This year, the group focused on how we as CX professionals can continue to create business value. We challenged

Continue reading

The post Creating Business Value: Key Takeaways From the 2018 CXPA Insight Exchange appeared first on CX Advantage.

Infographic: We expect a personalized experience

The initial title for this post was “Customers expect a personalized experience,” but doesn’t that sound like ‘us versus them’? It sounds like customers want this, but I don’t. The reality is, we all want to be treated like an individual. We want the companies we do business with to value us as a person,

Continue reading

The post Infographic: We expect a personalized experience appeared first on CX Advantage.