Guest post by Lianne Bergeron, who shares her experience as participant of the 1-day-intensive H-CX (Human-Centered Happiness-Contributing) Customer Experience Masterclass in May 2019. I arrive in Zaandam bright and early on Monday morning. As I walk into the... Read More
Guest Post by Marjolein Droog who attended our CX Masterclass in 2017 and recently took the CCXP exam at the Amsterdam Test Center. In this guest post, she shares her experience and gives good tips for those considering taking the exam in the Netherlands. “How... Read More
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... Read More
How to align all employees with the customer experience strategy It is very important to realise that Customer Experience and having a customer-centric mindset is often a cultural process within organizations. For that reason, a majority of leaders expressed that the... Read More
Measurement is a mean to an end, not a goal itself Have you ever heard the following while being asked to fill out a survey: “Please give us a 9 or 10 rating to let us know you are satisfied with us”? Or have you ever heard: “When we formulate the question... Read More
How to shape your CX design & change process Once you have determined what your Customer Experience strategy should look like and you have good Customer Understanding, you will need to shape your CX design: having clear repeatable processes and frameworks in place... Read More
My mission is to bring more happiness into 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, what we feel, and WHAT WE EXPERIENCE are in harmony", hence I want to make our experiences as customers and employees have the highest contribution possible to our happiness.
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