Happy 2025 everyone! I hope you had a good rest and started your new year with the oomph, energy, and dedication you deserve to make this year count. I know I have, and here is my first post of the year. If this time is a time of planning and some strategic changes to the way you and your teams work, then this post is for you.
Last year, I was invited by the CX Academy to part of round table discussions with Customer Experience global leaders. The theme was: Customer and Employee Experience in the age of AI.
The discussion were very fruitful, educational and inspiring. The result: the forth symposium was published by the academy. It contains brilliant tips for professionals at all stages in their careers. These tips are for those who wish to take that step forward to deploying artificial intelligent tools into their ecosystem. You will find links to the e-book, a suggestion on how to go through the book, and a workbook I created which you can download and use on the side as you read the book.
You can access the book directly from the CX Academy’s website: https://thecxacademy.org/ or from the bottom of this post.
Before you press download, here is a suggestion on how to read it:
Each item is laid out in the same sequence:
- A question: make sure you answer it in your own context
- Insights: you might find them all relevant, and you might find only a handful relevant. Make sure you gather insights from your own work environment as well
- Actions: These are carefully crafted based on the contribution of global leaders. Make sure you map out how you wish to deploy these actions, taking into account the answers and insights you got for the first two sections
I created a mini workbook. You can download it free of charge. Use it as you go through the book and gather your own answers and actions.
What is your favourite tip or guidance from the book? Do you have a story to share about it? Do get in touch and let’s make those success stories the norm and not the exception.
the Quality strategy 
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