Jericho

The CX world has grown fat & lazy. It started out being about the experience of customers, but has been reduced to a series of metrics, IT platforms & magical jazz hands. Screw that! If the experience of the customer can be impacted by everything the business does, why is everyone not involved in CEM? If we functionalise CEM, are we not just creating another organisational silo? How can we reduce CX expertise into a 2 day course and a 1 day qualification, when Accountants take at least 3 years to qualify? CX management needs practices such as Profiling, Segmentation, Personae Building, Journey Mapping, Transformation & Measurement (CSAT, VoC, NPS, etc.), but when did it it stop being about having the right mindset/ philosophy? Wanna join? We're an eclectic bunch, but our entry standards are high. We thumb our nose at faux CX. And the others? Watch out! We're coming for you... CX Club topics are as follows: 1. CX Principles - Fundamental CX truths 2. Leadership 3. Strategic Planning - setting objectives and de