Tag: Customer Experience
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Can we stop talking about surveys!
In this blog, I explore the different between customer experience and customer satisfaction surveys. It emphasizes that customer experience encompasses every interaction rather than just survey results. A personal example illustrates how different advisor interactions impacted the overall experience. I share broader insights beyond surveys to understand and improve customer engagement.
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The AI Frontier – The CX Academy Symposium
Happy 2025! This post introduces valuable insights from roundtable discussions on Customer and Employee Experience amid AI advancements. It highlights a newly published e-book by the CX Academy, offering actionable tips for professionals. A free workbook accompanies the book to enhance learning. Get in touch if you have success stories!
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The CX Leader of the 21st Century
The Customer Experience Leader is a professional who posses a plethora of skillset. They tap in those skills depending on the situation they are in. In this post, I explore three skills and behaviours as explained by Jeff Sheehan in his book: Customer Experience Management Field Manual.
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Quality 4.0 & Customer Experience
The Chartered Quality Institute (CQI) and Gartner’s research highlights the benefits of using Quality 4.0 to enhance customer experience. Quality 4.0 provides a modern framework to apply the core principles of quality into today’s businesses. It doesn’t seek to replace the 7 quality principles but augments them fittingly in current contexts, with case studies in…
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Episode 15
Six Steps to Exceptional Customer Experience with Firas Mahasen
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The Difference between ‘Sorry if’ and ‘Sorry that’
The simple yet powerful use of the right language: Sorry if vs Sorry that when dealing with dissatisfied customers and the power of one pillar from the CX Framework: you get me.
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Stakeholders Engagement: How NEDs can Support their Organisations
Stakeholders: are they clearly defined and are businesses fully aware of how to engage with all stakeholders and how? NEDonBoard held an event on the topic. It covered great information on the topic of Customer Experience and what NEDs can do to support their executives in ensuring they successfully engage with stakeholders.
the Quality strategy 