360connext.com 360connext.com

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...

360connext.com 360connext.com

Create Your CX Charter with These 6 Questions

Customer experience (CX) programs often begin with an idea and a dash of sincere enthusiasm…and little else. To arrive at real outcomes, CX programs depend on cross-functional leadership to turn words and ideas into actions. But what is that cross-functional team supposed to do, exactly?  A Customer Experience Charter can answer that question. What is a Customer Experience Charter? A customer experience charter is a brief document...

360connext.com 360connext.com

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...

360connext.com 360connext.com

Customer Experience Planning Questions for a Brighter Future

Listen to this article There are times when it’s important to pause, calibrate, and plan for what’s next. The end of the calendar year is a great time for this, but there are others: The end of your fiscal year As you wrap one quarter and prepare for the next Before budgeting season Any time changes demand you assess and adjust your goals, strategy, and tactics In the customer experience consulting we do with clients, we...