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Happy CX Day 2021! How to be a Change Agent at Your Organization

What Does a Customer Experience Professional Do? Customer experience professionals have many different titles and many different job descriptions. There are CX leaders who focus primarily on customer insights, like Voice of the Customer programs. And there are CX teams dedicated to customer journey design and improvements. There are CX leaders who have titles like Customer Success Manager and Contact Center Supervisor. And then...

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How to Run an Effective Customer Experience Team Meeting

Cross-functional leadership is a key factor in leading any customer experience program. This often means creating a team of leaders who regularly meet to discuss priorities, resources and accountabilities that drive CX forward. These teams are sometimes called a CX Strategic Council, a CX Team, or something similar. But whatever you call yourselves, running effective meetings that keep the team engaged, excited, and working together is...

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Improve Customer Experience in 3 Steps, No Matter Your Budget or Title

How important is customer experience in your organization? Most executives now consider customer experience a priority, but so many of them are still not ready to get serious about it. Yes, according to data from SurveyMonkey,  89% of C-level executives say they are “extremely invested” in CX, but we know that 89% of budgets don’t reflect that commitment. How can you say something is important if you don’t invest in it? Many...

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Communicating CX: 12 Tips for Talking About Customer Experience

Customer experience is not a fad or a trend or a buzzy phrase. And yet, organizations often treat it like it is. They hang a banner, then ignore it. They announce it as an annual theme, then forget it by February. Or they simply talk about it without actually putting any rigor or discipline or even real goals to it. That’s why the foundational work of defining CX at your organization, through a CX Mission Statement and CX Success...

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Customer Research: Overlooked & Underutilized Ways to Understand Customers

What Does Customer Research Mean to You? When you hear the term customer research, what comes to mind? Most organizations have a Voice of the Customer (or VoC) program; maybe that’s the first thing you think of. Voice of the Customer programs help organizations keep a finger on the pulse of how they’re meeting customer needs, with VoC data revealing how customers feel about the brand, their experience, and specific interactions...