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CX…inside Customer Support?

Where is your CX function located? That’s a common question often used to kick off conversations on many webinars and conference chats.  For a while I found it mildly interesting as a survey question and as an icebreaker or a means of getting people engaged right off the bat.  But the more I found the [...]

By |2020-10-29T14:46:02+00:00October 29th, 2020|CX Strategy, CX Thoughts, Leadership, Process Engineering, ROI of CX|Comments Off on CX…inside Customer Support?

Webinar this week:

Hi folks! We've got another Reuters Events Marketing & CX webinar coming up next week:'m looking forward to speaking with Ana Pia Guzman-Briley, MBA from TGI Fridays, @ljasminek from Sutter Health, @caroltran, and from our sponso…— Nicholas Zeisler, CCXP, LSSBB, CSM (@NicholasZeisler) October 23, 2020

By |2020-10-26T18:38:56+00:00October 26th, 2020|Reuters Events, Sightings|Comments Off on Webinar this week:

Customer Success is not CX

I’ve written previously about different job postings with CX-sounding titles.  One of those jobs is in the family of “Customer Success” positions.  If you’re like me, and work in CX, you may have wondered, What, exactly, is, Customer Success?  From a CX perspective, it may be useful to understand how these roles and their responsibilities [...]

By |2020-10-22T14:50:28+00:00October 22nd, 2020|CX Jobs, CX Thoughts|Comments Off on Customer Success is not CX

Lead and lag measures

You know I’m all about metrics and measures.  One of the things that made entering the CX profession so attractive to me was that this is a field of study that’s not only based in numbers, it’s starving for people who have an affinity for measuring.  CX is a study that’s founded on measuring…from survey [...]

By |2020-10-15T16:00:46+00:00October 15th, 2020|CX Thoughts, Measures & Metrics, Process Engineering|Comments Off on Lead and lag measures

Transactional and relationship surveys: They’re different

“Well, it’s because they’re different.” The not-deliberately snarky, yet somewhat oversimplified tautological response was understandably not satisfying for the support business leader who’d asked me why I thought NPS would be different for the different lines of business his organization supported.  But in the end, it’s no more complicated than that.  Forget that I was, [...]

By |2020-10-11T18:26:14+00:00October 8th, 2020|CX Strategy, CX Thoughts, VoC|Comments Off on Transactional and relationship surveys: They’re different

The value of certifications

I once had a mentor whose cubicle walls were covered in certificates and evidence of completion of training and qualification.  People considered him a bit of an egotist and obsessed with certifications.  Credentialism is a thing, after all.  But I asked him once about all his accreditations.  He said, “Some people say, ‘Sure, well you’re [...]

By |2020-10-01T14:46:12+00:00October 1st, 2020|CX Jobs, CX Thoughts, Leadership|Comments Off on The value of certifications
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