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,...

Don't Waste The Map Hi Reader It’s easy to fall in love with the artifacts of customer experience. The journey maps. The personas. The beautiful decks. But if those don’t lead to action? They’re just decoration. “The worst thing anyone can do is show up out of nowhere and say, here's a journey map. What are we going to do about it?” In this episode of CX Passport, Dave Seaton reminds us that customer experience work isn’t about insights... it’s about outcomes. And for those outcomes to...