There's more than customer happiness Hi there We talk about “value” a lot in CX... but rarely do we define whose value we mean. Michel Stevens offers a framework that cuts through the noise. “There are three forces, and they need to be in balance. It's about creating value... creating value for your customer, creating value for your organization and creating value for your brand.” Most of us are pretty good at that first one. Creating customer value is table stakes in CX. And if you’ve been...

CX doesn’t beg for a seat at the table... it earns it Hi there We talk a lot in customer experience about wanting “a seat at the table.” But Kate Guenther didn’t wait around for an invitation. She brought results. “I've seen us reduce fraud, deliver product insights, boost conversion. I mean, those three alone get you a seat at the table in the room.” In this episode of CX Passport, Kate shows what it looks like when CX leaders speak the language of the business. Not NPS. But revenue, risk,...

It’s invisible... until it isn’t. Hi Reader What if you could see trust slipping away while an experience was still happening... and do something about it before it was too late? Tim McCleary says you can. “We can now actually use science to...show the impact... we can measure [trust] during an experience that we're delivering, and if we see trust is waning, we can change in real time to bring it back up again.” In this episode of CX Passport, Tim shares how trust isn’t just a soft concept....