Contact Center CX CX Transformation NPS 
Experience Investigators
OCTOBER 17, 2023
Customer experience (CX) has become a critical factor in the success of businesses worldwide. THIS is why convincing executive leadership to prioritize and invest in CX initiatives can be a challenge. I’m seeing too many CX leaders who are not given the right authority or influence they need to be successful.
Execs In The Know
MAY 6, 2022
New ideas that you can consider for your CX teams. Companies and contact centers are asking employees to come back to the office now that most “lockdowns” are over. She spoke about how Frontier improved NPS by 30 points as her team learned the common language of “speaking customer.”
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Execs In The Know
OCTOBER 30, 2022
On October 24-26, Execs In The Know proudly welcomed approximately 200 leaders from across the customer experience (CX) spectrum to beautiful Coronado, California, for Customer Response Summit (CRS) Coronado. Keynote: CX Innovation at Amazon, the World’s Most Customer-Centric Company. But we’ll try! Customer Shop Talk Highlights.
SurveySensum
JULY 14, 2020
With almost 30 years in the customer experience domain, Annette Franz, CCXP is the Founder and CEO of CX Journey Inc. She is also the 2020 CXPA Board Chair and an Advisory Board Member for CX@UCI. A leader in customer experience, he has spent years in leading successful CX, Voice of the Customer (VoC), and marketing teams.
Execs In The Know
APRIL 8, 2022
This change has since yielded a more responsive, more consistent customer care experience, along with improved performance across several key metrics like average speed of answer, customer satisfaction (CSAT), and Net Promoter Score (NPS). How Fanatics Activated Its CX Data Superpowers.
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