CX by Design

Our latest thinking on how you can create meaningful customer connections.
  • Lis Hubert

CX Growth, Part 1: As a Professional
CX Growth, Part 1: As a Professional 10667 6000 Lis Hubert

Is it time to make changes to your business processes? First, you’ll need to get executives and emIf you’re like most CX professionals, you probably have a list of CX…

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  • Lis Hubert

9 Tips for Driving CX Support with Executives and Employees
9 Tips for Driving CX Support with Executives and Employees 10667 6000 Lis Hubert

Is it time to make changes to your business processes? First, you’ll need to get executives and employees alike to accept these changes. Read our top tips on gathering CX…

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  • Lis Hubert

Balancing Innovation & Customer Needs
Balancing Innovation & Customer Needs 2560 1440 Lis Hubert

When you innovate, does it align with customer needs? Learn why technical growth needs to be balanced with customer needs. Most companies place a high value on creating a great…

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  • Lis Hubert

Good CX Is Money in the Bank
Good CX Is Money in the Bank 2560 1440 Lis Hubert

What’s the real return on improving your customer experience? Find out CX’s value – and how to harness it – in this article. CX can be a tough sell in…

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  • Lis Hubert

Using the 80/20 rule for CX success
Using the 80/20 rule for CX success 2560 1440 Lis Hubert

Many of you have heard of “the 80/20 rule”. We refer to this term a lot, because it’s something we use a lot. We even called it out in our…

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  • Diana Sonis

CX metrics part 6: Employee experience metrics
CX metrics part 6: Employee experience metrics 2560 1440 Diana Sonis

What do employee experience metrics have to do with the customer experience? Find out in this article, the finale of our six-part CX metrics series. It’s tempting to think that…

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  • Diana Sonis

CX metrics part 5: Customer service metrics
CX metrics part 5: Customer service metrics 2560 1440 Diana Sonis

Learn how to harness customer service metrics to explore your CS efficiency, strengthen your customer relationships, and provide a better customer experience. This is the fifth article in our six-part…

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  • Diana Sonis

CX metrics part 4: Usability metrics and the user experience
CX metrics part 4: Usability metrics and the user experience 2560 1440 Diana Sonis

Learn how to choose usability metrics that provide information on the user experience – and the customer experience. This article, the fourth in our CX metrics series, demonstrates the link…

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  • Lis Hubert

CX Metrics Part 3: Process metrics and efficiency
CX Metrics Part 3: Process metrics and efficiency 2560 1440 Lis Hubert

Learn how business process metrics tie into the customer experience. This article, the third in our CX metrics series, gives examples of key process metrics and explains what they can…

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  • Lis Hubert

CX Metrics Part 2: Key Sales Metrics
CX Metrics Part 2: Key Sales Metrics 2560 1440 Lis Hubert

We explain how to use key sales metrics to understand your sales and revenue – and to shed light on your customer experience. This is the second post in our…

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