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ECC Newsletters
CX ACTIONS ISSUE #1

Download the inaugural issue of CX Actions, our monthly newsletter. We make every effort to inform our readers about noteworthy CX insights, events, and activities. Every issue has a monthly topic on which a portion of the content is centered.

CX ACTIONS ISSUE #2- CHANGE MANAGEMENT

An agile approach to CX helps businesses to readily adapt at a moment’s notice to the perpetually changing environment we live in and stay competitive.
In CX, change management first and foremost needs to focus on meeting evolving customer needs by cross-departmental collaboration and employee empowerment. Find out more from our CX Actions newsletter's second issue.

CX ACTIONS ISSUE #3- CX AND INNOVATION

One of the few strategies left for businesses today to stay one step ahead of rivals and disruptive forces is to innovate around the customer experience. But what actually motivates effective innovation? Does innovation mean giving the

customer a fundamentally different way to accomplish their goals? More information on the subject can be found in our CX Actions newsletter's third edition.

CX ACTIONS ISSUE #4- CUSTOMER LOYALTY 

How important is CX for customer loyalty and retention? And what we as CX professionals should strive for when designing our programs?
According to a Gartner report on customer experience (CX), even with a focus on producing a world-class customer experience, over 70% of CX leaders struggle to create projects that build customer loyalty and provide results. The survey also states that CX generates almost two-thirds of customer loyalty, exceeding price and brand combined.

CX ACTIONS ISSUE #5- CX & EMPATHY

Customers felt empathy from brands that were experiencing the pandemic alongside them. This, however, is not a universal experience. Most businesses still fail to show the empathy that customers seek. According to Salesforce, while 68% of customers expect brands to demonstrate empathy, only 37% report having experienced it.

CX ACTIONS ISSUE #6- CX Metrics

In today's fast-paced business landscape, understanding and measuring customer experience (CX) has become more crucial than ever. CX Metrics are the metrics or data that allow you to track and measure the customer experience of those using your product or service within a balanced measurement system. Such a system shall include the Voice of the Customer (VOC), Voice of the Process (VOP), Voice of the Business (VOB) and Voice of the Employee (VOE). At ECC, we help our clients navigate CX metrics to create successful customer-informed operating models.

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JOIN THE FIRST CX LIBRARY!

CXpanda is a European Customer Consultancy project. We are going to be the first virtual library for the community of CX professionals. CXpanda will make reliable CX knowledge accessible, from basic definitions to practical case studies. AI-enabled search capability will ensure simplicity and convenience.

Sign up for the early access free membership and find out more!

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