1 month, 24 days ago

New Data: How CX Improvements Drive Business Growth For 17 Industries

If you want to make the case for CX, check out the new data we just published in the report “Drive Business Growth With Great Customer Experience, 2017” (paywall). In our analysis, we modeled the effect of changes in CX on loyalty and business growth for 17 industries. We included four new industries per popular demand: Health […]

1 month, 24 days ago

Artificial Intelligence Needs Real Empathy To Succeed In CX

What’s the future of CX? How will Artificial Intelligence (AI) help break through the customer experience ceiling? How must CX professionals like you evolve their skills? We found a surprising – and not so surprising – answer when the Boston CXPA team celebrated CX Day. Forrester hosted the celebration with CX and UX practitioners in […]

1 month, 25 days ago

CEO Conviction In CX – Why You Overestimate It And How To Get It at CX Europe 2017

Seems like it’s good news when only 5% of CX pros say lack of support by the CEO is among their top 3 challenges. A successful CX transformation needs a CEO who leads by example and rallies the organization around CX. When committed CEOs leave, CX efforts die. But is this really good news? No. […]

2 months, 17 days ago

Happy CX Day – The Future Of CX – At Forrester’s HQ in Cambridge

Forrester is hosting CX Day 2017 with Boston’s Local CXPA Networking Chapter! Join fellow CX & UX professionals to hear perspectives from three stellar CX practitioners and me on our theme “The Future of CX In A Digital World”: Brian Burba, VP Customer Success, CA Technologies Bill Schimikowski, VP Customer Experience, Fidelity Investments Ed Boudrot, […]