CXPA offices will close on Friday May 23, 2025 at 2pm ET and reopen on Tuesday May 27, 2025 in observance of Memorial Day.
CXPA Rochester Network March Event : Unlocking Business Value Through Customer Insights w/ Eric Karofsky Date : Thursday, March 27th (12:00PM - 1:00PM EST) Description : Learn how strategic customer insights drive competitive advantage. We'll examine the compelling business...
CXPA Rochester Network January Event : Using Emotion AI to Turn Customer Feedback Into Actionable Insights & Measurable ROI w/ Chris Johnston Date : Wednesday, January 29th (12:00PM - 1:00PM EST) Event Description : Discover how to unlock the hidden value in...
This post first appeared on LinkedIn. What is your company’s most aggressive growth strategy? Perhaps you just thought about market expansion, product innovation, or digital transformation. But what if I told you that a customer experience (CX) strategy could be just as...
I recently hosted a LinkedIn Live session titled “Measuring the Impact of CX,” featuring two fantastic CX professionals, Ania Rodriguez, CEO of JourneyTrack, and Michelle Beeson, an executive consultant in CX and digital strategy. Our conversation surfaced several insights related to practical...
CXPA Rochester Network October Event : Building Bridges, Breaking Silos: CX Governance in Complex Organizations w/ Eric Karofsky Date : Wednesday, October 30th (12:00PM - 1:00PM EST) Event Description: Effective Customer Experience (CX) demands cross-departmental synergy...
CXPA Rochester Network March Event : Winning through CX: Showing the Financial Impact w/ Jim Tincher Date : Thursday, May 30th (12:00PM - 1:00PM EST) Event Description: Most CX programs can't prove that they're creating business impact. Whether you follow CustomerThink, the XM Institute...
CXPA Rochester Network February Event : Four Gold CX ROI Metrics w/ Lynn Hunsaker Date : Thursday, February 22nd (12noon - 1pm EST) Event Description: When you focus on 4 new customer experience metrics, you’ll find greater progress in 20 CX and financial metrics. How is...
Introduction In the world of business, making more money boils down to three main things: getting existing customers to buy again, encouraging them to spend more each time, and bringing in new customers. Think of it as a musical symphony where customer satisfaction sets the tone for...
Insights Utilization Rate is a new phrase I’ve coined to represent how well your enterprise is absorbing, adopting, and acting on insights about customers (CX), partners (PX), and employees (EX). You rely on these 3 groups to run your business! Customers fund your budgets and salaries, and...
Event Description: There's no argument that the number one litmus test for a customer experience program is its return on investment. And, while the primary way to measure ROI is financial, what does that really mean? And, is there other business value created beyond dollars and cents that...
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