Improving Customer Experience | CX Buzz of the Week (7th October, 2016)

Improving Customer Experience | CX Buzz of the Week (7th October, 2016)

We have a very special edition of CX Buzz this week which is a round-up of the best of the best for CX Day 2016. With Shep Hyken, Ian J Golding, Temkin Group, Maxie Schmidt-Subramanian [Forrester], Rebekah Iliff [] and our very own CX Expert Robert Zoch, there is much to be excited about. We also extend a huge thanks to the @CXPA_Assoc for holding CX Day and allowing us to be Platinum Sponsors; we have chosen their closing tweet as our TWEET OF THE WEEK. We hope you enjoyed and had a #NICECXDay.

Mastering Voice of the Customer – The VoC Journey []

IJ Golding delights us this CX Day with his piece on mastering voice of customer journey. He says that to master VOC and maximise the opportunity that this vital insight brings to tactical and strategic decision making, it is essential to have a clear understanding of what it is you want to achieve with your VOC mechanism and how to ensure that you realise its potential. Recently, a specialist agency Golding knows, Rant & Rave (, described ‘mastery’ of VOC as 4 [sic] Golden Rules. Their description of the rules was spot on – however, in this piece, Golding describes them in his own words:

  1. Authenticity
  2. Relevancy
  3. Timeliness
  4. Simplicity
  5. Representative

We all know the most important part VoC is having the right tools to help you properly listen to your customers. Our Voice of Customer solutions will help you with that, /engage/voice-of-the-customer

Why CX? Why Now? Happy CX Day, 2016! []

We love following and reading Maxie Schmidt-Subramanian's blog, so it is with huge excitement that we can share with you this piece she has written in honor of CX Day. Why CX? Why Now? We won't spoil it and tell you what she says, suffice to say you should read it.

Why the Age Of The Customer Is Far From Over []

It's a big job, so who is best suited to take the Chief Customer Officer role in today's competitive business environment? Asks Rebekah Iliff, Chief Strategy Officer at AirPR. Good question, one that would normally be better suited to our CMO Perspectives blog which is only due next week, but nonetheless important to highlight on this CX Day. As Iliff writes, "In the words of Harvey Mackay: "No business can stay in business without customers." The customer is the centrifugal force holding a business tight to its core; more and more, customers demand to be heard, and businesses can either listen and respond or watch their audiences shift to companies that do."

Download FULL Infographic from the website

INFOGRAPHIC: Customer Experience Matters 2016 – The Year of Emotion []

We love a good infographic and no one makes them like the Temkin Group. In fact when we started compiling this CX Day special CX Buzz, Temkin was the first place we hit knowing that last year they totally rocked the day. Check out their Customer Experience Matters 2016 – The Year of Emotion infographic, you can download a poster of it directly from their website.

How to Create a Better Customer (And Employee) Experience [Hyken.Com]

I wouldn't be CX Day without a piece of good advice from Shep Hyken. He writes about how to create a better CX (and employee) experiences. Make sure you tune in next week when Shep appears on the 2nd stage as the host of our Experiences Persona-lized roadshow. Check this link for dates and times and watch out for us on FB, we will be live streaming his talk.

Have a NICE CX Day []

Our very own Voice of Customer and CX expert Robert Zoch outdid himself this week in honour of CX Day and wrote 5 amazing blog posts. Check them out below:

These CX Programs Grow Up So Fast, Don’t They?

See Me, Feel Me: Listening Breeds CX Success

Tomorrow’s Customer Calls the Shots

Earning Customer Love, in 6 Steps

Call Me Mr. Marketing: My CX Persona

This week’s TWEET OF THE WEEK is brought to you by none other than the brilliant @CXPA_Assoc with a HUGE thank you to them for holding CX Day and including us as platinum sponsors. We hope the day was as successful for them as for us.


We hope you enjoyed this week’s CX Buzz, be sure to respond in the comments or tweet us @NICE_CX  or follow us on LinkedIn.