Horizon CX

APRIL 30, 2024

Organizational Transformation: The Role of Customer Experience Professionals Introduction Organizational transformation is often perceived as an elusive goal, reserved for C-suite executives with immense power and influence. That may be true in many instances, but the reality is more nuanced.

Customer Centricity 130

Customer Centricity Competitive Advantage Culture Customer Experience Professionals 130

Horizon CX

SEPTEMBER 30, 2013

I’m reflecting and writing this latest blog on the eve of the very first Customer Experience Day (CX Day) declared so by the Customer Experience Professionals Association (CXPA) as the first Tuesday in October from this point forward.

CEM 138

CEM Strategy Customer Experience Banking 138

Horizon CX

OCTOBER 7, 2014

remain completely open to thoughts and ideas as they relate to life experiences. in general and to my work as a Customer Experience professional. emerged with insights about my own career and experiences on the receiving end. of being a customer. complex and dynamic customers are as well.

Customer Experience 100

Customer Experience Customer Experience Professionals Exercises Customers 100

Horizon CX

OCTOBER 7, 2014

It was intriguing to me that after having spent a full day in academic lectures that spanned such a wide array of topics that I could have emerged with insights about my own career and experiences on the receiving end of being a customer. But that’s what keeps us moving forward.

Customer Experience 100

Customer Experience Customer Experience Professionals Exercises Customers 100

Horizon CX

JUNE 2, 2020

And buried within that same report, they also predicted that customer experience professionals would either quantify their business impact and reach new levels of influence or find themselves in a tenuous position. How profound was that considering where we are at this very moment in 2020.

Leadership 130

Leadership Culture Strategy Customer Experience Professionals 130

Horizon CX

JULY 6, 2014

As a Customer Experience Professional, customer experience is always in mind and I naturally react to any and all personal experiences throughout my daily existence. What sticks out as a highlight in terms of customer experience during this vacation, you ask?

Customer Experience 100

Customer Experience Comparison Travel Customer Experience Professionals 100

Horizon CX

DECEMBER 21, 2021

As far as building community within institutions goes, this year’s highlight was the small group community that a diverse cohort of passionate CX individuals within the Customer Experience Professionals Association (CXPA) formed on March 18, 2021, and since that time has met weekly (over Zoom of course) for 90 minutes and that has created an inseparable (..)

Leadership 130

Leadership Measurement Groups Customer Experience Professionals 130