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Customer Experience (CX)

Why CX, Why Now?

Last Updated: October 13, 2017

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Learning Path Summary and Commentary:

buckley-video-thumbThe Why CX, Why Now learning path is designed to help those tasked with building a CX or VoC initiative within their organizations.

Buckley Barlow

Buckley Barlow

Founder, In The Know. CX Growth Advisor, Investor


Videos

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Why The Best CEO's Invest in Customer Experience

Steve Jobs - Customer Service

Kevin Neher: Why customer experience?

4 Ways to Elevate the Customer's Experience

Building a Strong Voice of the Customer Program (Temkin Group)

Action-Oriented Voice of the Customer: The Path to Value

A brief history of customer experience (CX)

Steve Jobs Talks Lean Six Sigma core principles

Harnessing Data to Drive Customer Centric Retailing

Creating Next Generation User Experiences | Phill Motuzas | TEDxCarletonUniversity

Blog Posts

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Why Customer Experience (CX) Matters More Than Ever Before

Why Customer Experience (CX) Matters More Than Ever Before

We all want to have amazing experiences. We build our bucket lists based on what we think will give us the best, most exciting, most memorable experiences. The travelers who make the trek to Cappadocia do so because of the incredible payoff they expect to enjoy at the end of the journey.

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Customer Experience Is The New Marketing And Customer Experiences Are The New Brand

Customer Experience Is The New Marketing And Customer Experiences Are The New Brand

You’ve heard these adages time and time again. Yet, brands continue to use marketing, creativity and products/services as the means by which they aim to brand. But now everything matters. And you can argue that it always has. The difference between now and then is that great experiences were once differentiators. Now, great experiences are becoming mandates.

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5 Fresh Examples of Customer Experience Innovation

5 Fresh Examples of Customer Experience Innovation

One area we need to do a better job of risk-taking is customer experience. Recent research shows that last year 75% of companies said their top objective for the year was improving customer experience. But how do companies know how to do that? There is a major role for innovation when it comes to improved customer experiences.

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Designing and starting up a customer-experience transformation

Designing and starting up a customer-experience transformation

As improving customer experience becomes a bigger component of corporate strategy, more and more executives will face the decision to commit their organizations to a broad customer-experience transformation. But it’s not sufficient to understand that the benefits of change are great. The immediate challenge will be choosing how to structure the organization and rollout, and deciding where and how to get started.

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Books & Ebooks

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X: The Experience When Business Meets Design

X: The Experience When Business Meets Design

The Experience When Business Meets Design bestselling author Brian Solis shares why great products are no longer good enough to win with customers and why creative marketing and delightful customer service too are not enough to succeed. In X, he shares why the future of business is experiential and how to create and cultivate meaningful experiences.

What Customers Crave: How to Create Relevant and Memorable Experiences at Every Touchpoint

What Customers Crave: How to Create Relevant and Memorable Experiences at Every Touchpoint

What Customers Crave examines how the hyper-connected economy is radically changing consumer expectations, and reveals what companies need to do to stay on top. The solution rests on two simple questions: What do your customers love? What do they hate? Find the answers, and you’re well on your way to success.

Audible:

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Mapping Experiences: A Complete Guide to Creating Value through Journeys, Blueprints, and Diagrams

Mapping Experiences: A Complete Guide to Creating Value through Journeys, Blueprints, and Diagrams

Customers who have inconsistent, broken experiences with products and services are understandably frustrated. But it’s worse when people inside these companies can’t pinpoint the problem because they’re too focused on business processes. This practical book shows your company how to use alignment diagrams to turn valuable customer observations into actionable insight. With this unique tool, you can visually map your existing customer experience and envision future solutions.

Chief Customer Officer 2.0: How to Build Your Customer-Driven Growth Engine

Chief Customer Officer 2.0: How to Build Your Customer-Driven Growth Engine

Written by Jeanne Bliss, worldwide authority on customer experience, and preeminent thought leader on the role of the Customer Leadership Executive (such as Chief Customer Officer, Vice President of Customer Experience, etc.) this book follows the five-competency model she uses to coach the C-Suite and Chief Customer Officers.

Audible:

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The Ten Principles Behind Great Customer Experiences

The Ten Principles Behind Great Customer Experiences

This book covers ten principles you can use to make real world improvements to your customers’ experiences, whatever your business does and whoever you are.

For managers, leaders and those starting a new business, the book shows that making improvements customers will appreciate doesn’t need to be complicated or cost a fortune

Start with Why: How Great Leaders Inspire Everyone to Take Action

Start with Why: How Great Leaders Inspire Everyone to Take Action

START WITH WHY shows that the leaders who’ve had the greatest influence in the world all think, act, and communicate the same way — and it’s the opposite of what everyone else does. Sinek calls this powerful idea The Golden Circle, and it provides a framework upon which organizations can be built, movements can be led, and people can be inspired. And it all starts with WHY.

Audible:

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Online Courses & Workshops

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Examining Consumer Psychology

Examining Consumer Psychology

Focusing on consumer behaviors and understanding why customers make the decisions they do are all key areas covered during this brand new course run by Ryan Hamilton, Professor of Consumer Psychology at Emory University.

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Business Analyst - Learn to analyze data, create dashboards, and build predictive models

Business Analyst - Learn to analyze data, create dashboards, and build predictive models

Predictive analytics is the practice of determining patterns from data to predict future outcomes and trends. Across industries, it enables high-value solutions to important business problems.

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Digital Marketing - Become a Digital Marketer

Digital Marketing - Become a Digital Marketer

Gain real-world experience running live campaigns as you learn from top experts in the field. Launch your career with a 360-degree understanding of digital marketing.

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Customer Experience Foundations

Customer Experience Foundations

Build your personal skills now through CX Institute’s individual training packages, which are a combination of online training and related content that we’ve tailored to meet specific training needs.

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In-Person Workshops and Conferences

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Xperience Week 17

Xperience Week 17

For businesses, no experience can be managed in isolation—the customer, employee, product, and brand experience are all connected. ExperienceWeek brings together visionaries from all four core experiences of business to help you think outside the box and drive more unified, insight-driven efforts within your organization.

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Gartner Symposium/ITxpo

Gartner Symposium/ITxpo

Gartner Symposium/ITxpo 2017 is where the world’s top CIOs and senior IT executives immerse themselves in the emerging trends shaping IT and business. Through an unparalleled confluence of Gartner analysts, industry experts, peers and solution providers, you’ll uncover new ways to approach critical challenges, make decisions with confidence and become an even more effective leader.

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Gartner Application Strategies & Solutions Summit 2017

Gartner Application Strategies & Solutions Summit 2017

We’ve organized our 10 conference tracks into recommended programs tailored to your role or focus area. Start building your event agenda today by browsing the tracks in our CX program! Customer experience has been a top priority of CEOs, CIOs and CMOs for the past five years.

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Customer Experience Professionals Association

Customer Experience Professionals Association

Founded in 2011, the Customer Experience Professionals Association is the premier global non-profit organization dedicated to the advancement and cultivation of the Customer Experience profession.

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