Customer Experience: Where do I Begin? by Marleen Van Wijk

I really am very fortunate to meet some amazing Customer Experience professionals as I travel the globe. Not only do my meetings validate that I am not completely mad (although I know some will disagree), it is inspiring to come into contact with so many people who share the same passion, desire and belief in [...]

By |2018-07-11T15:57:07+01:00July 11th, 2018|CX Professionals, CX Strategy|1 Comment

The realities of life as a Customer Experience Professional – an interview with Richard Shenton

As the launch of my first book get’s ever closer to becoming a reality, my level of personal excitement is almost at its peak!! However, I would never have got to the point of being on the brink of achieving my ambition without the support of many people. A significant amount of support came via [...]

By |2018-03-27T08:23:12+01:00March 27th, 2018|CX Professionals|1 Comment

What it takes to be a Customer Experience Professional – My CX Journey, by Carlton Gajadhar

On the 3rd October 2017, in celebration of Global CX Day, I wrote an article entitled, 'What Does it Take to be a Customer Experience Professional'. It is not the first time and will most certainly not be the last time I write about the significance of the profession that has become my vocation AND [...]

By |2017-10-16T16:46:52+01:00October 16th, 2017|CX Professionals|2 Comments

Engaging your people with CX: Introducing the Customer Experience Game

  A perennial problem for any Customer Experience Professional around the world is to find an effective way to engage people with the significance of the subject. Whilst many profess to ‘get’ Customer Experience (CX), they tend to do so instinctively, intuitively and accidentally. In other words, they ‘understand’ what CX is, but do not [...]

Customer Journey Management – it’s not just about the mapping!

Customer Experience is now recognised as a profession – as I am sure many are bored with hearing me repeat over and over again! As with any profession, it is defined by a number of competencies, tools, techniques and methodologies that are recognised and practised by thousands of specialists around the world. It is a [...]

I didn’t choose CX – it chose me!! Heather Grisedale explains how she became a CCXP

How do you become a Customer Experience Professional? I cannot imagine that there are young children all over the world who wake up dreaming of becoming one!! I personally wanted to be a police officer when I was a little boy - my life did not quite work out like that! I think it is [...]

By |2016-02-05T11:03:22+00:00February 4th, 2016|CX Professionals, People|0 Comments

CX makes the world go around! Why customer experience is a global challenge

This article was originally written for my exclusive column on - a hugely valuable and rich resource of information, expertise and inspiration for CX Professionals. You can find the original article here. I want to start my inaugural exclusive column for MyCustomer by stating how very proud I am to call myself a customer experience [...]

By |2016-02-03T11:21:33+00:00February 3rd, 2016|CX Professionals, People|0 Comments

I’m like parsley – I get everywhere!’ – Stories that amazed and inspired me at the 2015 UK Customer Experience Awards!

The month of September comes around every year. The kids go back to school. Millions go back to work after the summer holiday. Autumn starts to knock on the door. Christmas decorations are prominently displayed in stores all across the land. September is a month that signals change - some embrace it, while others despair [...]

By |2015-09-30T06:10:55+01:00September 30th, 2015|CX Professionals, People|1 Comment

Earning authority as a Customer Experience Professional – the importance of professional development

When I started out on my Customer Experience career many years ago, I had no idea that Customer Experience would ever be recognised as a profession. As I started to influence the organisation I was working for, I also did not realise that to be the best Customer Experience Professional I could be, I was [...]

By |2015-04-13T15:20:19+01:00January 26th, 2015|CX Professionals|1 Comment

Are you a Leader of a Follower? Why customer experience needs good, strong leadership

Over the weekend, I was told a lovely story that has inspired this blog post. The story was of a young lady who was applying to attend a college at Oxford University. A key part of the process was to complete an application form. One of the questions on the application form asked prospective students [...]

By |2015-04-13T13:24:18+01:00January 20th, 2014|CX Professionals, CX Strategy, General, People|9 Comments
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