Welcome to Wow Now Blog

Insights on customer experience, digital and personal growth through mindfulness & creativity

Welcome on my blog!

I’m Rosaria Cirillo Louwman, Italian, passionate and enthusiastic mother of two boys (3 & 5 years old), married to a Dutch man, living in the Netherlands since 2002 and founder of Wow Now since 2013.

You can read more about this blog here. In short, it will cover three main areas and many of their sub-areas:

1. Customer Experience, Customer Happiness and all things Net Promoter – NPS journey
2. Digital
3. Inspiration & Personal Growth, mostly about Non Violent Communication, Mindfulness & Creativity

I hope your reading here will be meaningful and valuable to you and I look forward to starting a conversation with you about it.

Smiling regards, Rosaria

The CCXP Exam Experience in Amsterdam

Since July 2017 CXPA has proudly expanded the list of new CCXP testing centers. There has been a major addition of locations, including one exam center in Amsterdam. Marjolein Droog, who attended the CX Masterclass in 2017, recently took the CCXP exam at the Amsterdam Test Center. In this guest post, she shares her experience and gives good tips for those planning to take their test!

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CX Framework series #7: Become a Certified Customer Experience Professional (CCXP)

The CX Framework series elaborated on the different disciplines related to customer experience. You can use this framework both as a blueprint to prepare for the CXPA exam to become a Certified Customer Experience Professional and as a checklist to review the status of CX in your organization. In this final post of the series, you can find all the summary info about the frameworks, about becoming a Certified Customer Experience Professional, about how to keep your CCXP status and about our CX Masterclass, including testimonials from previous participants.

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CX Framework Series #6: Customer Centric Culture

This is the sixth post of the CX Framework series. Today we talk about customer centric culture and employee engagement. This blog series contains highlights about all the 6 CX disciplines that represent the CXPA Framework around which the CCXP exam is structured and that are covered in the CX Masterclass delivered by Rosaria Cirillo and Nienke Bloem.

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CX Framework series #5: Governance & Accountability

In this fifth delivery of the CX Framework series we review the role of CX governance in the success of your CX program. This blog series contains highlights about all the 6 CX disciplines that represent the CXPA Framework around which the CCXP exam is structured and that are covered in the CX Masterclass delivered by Rosaria Cirillo and Nienke Bloem.

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CX Framework series #4: Metrics, Measurement & ROI

In this fourth post of the CX Framework Series we look at measurement framework, metrics types and how to show the ROI of your Customer Experience program. This blog series contains highlights about all the 6 CX disciplines that represent the CXPA Framework around which the CCXP exam is structured and that are covered in the CX Masterclass delivered by Rosaria Cirillo and Nienke Bloem.

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CX Framework series #3: CX design, improvement & innovation

In this third post of the CX Framework series, we dive into CX discipline Experience Design, Improvement & Innovation.
This competency is about having clear repeatable processes and frameworks in place to design the customer experience you want to deliver or redesign the one you are currently offering. This blog series contains highlights about all the 6 CX disciplines that represent the CXPA Framework around which the CCXP exam is structured and that are covered in the CX Masterclass delivered by Rosaria Cirillo and Nienke Bloem.

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CX Framework series: #2 Customer Understanding

In this second post of the CX Framework series, we discuss a critical CX element: understanding your customers’ emotions and (buying) behaviour. This blog series contains highlights about all the 6 CX disciplines covered in the CX Masterclass delivered by Rosaria Cirillo and Nienke Bloem and that represent the CXPA Framework around which the CCXP exam is structured.

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CX Framework series: #1 Customer Experience Strategy

The CX Framework series contains highlights about all the 6 CX disciplines covered in the CX Masterclass delivered by Rosaria Cirillo and Nienke Bloem. The CCXP exam is structured around this CXPA CX Framework. In this first post of the series we dive into the CX Strategy which is fundamental when it comes to creating great customer experience

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Global CX Day, October 3rd

CX Day is a global celebration of the companies and professionals that create great experiences for their customers. This event was started 5 years ago by the Customer Experience Professionals Association (CXPA).
In 2017 we celebrate CX Day on Tuesday, October 3, 2017, and in The Netherlands we have a very Dutch celebration at the SS Rotterdam. Join us!

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NPS Methodology Series: When to use NPS and with who

In this third post of the NPS series we talk about five questions you need to answer to decide if NPS is the correct methodology for the Customer Understanding you are looking to gain, and also who to survey to gain said understanding, so that you can create the program that most makes sense and brings value to your specific context & needs, and/or gradually expand it with new surveys, and surveying larger or different company segments.

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About Me

My mission is to bring more happiness in the world by removing frustrations and inefficiencies that happen during customer-company interactions and by creating & delivering WOW experiences instead. I believe that happiness is "when what we think, what we say, what we do and WHAT WE EXPERIENCE are in harmony" hence I want to make our experiences as customers have the highest contribution possible to our happiness.

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CXPA CCXP Authorized Resource Training Provider CXPA CXPA

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