Articles

We’d like to keep you up to date with the latest articles we can find on Customer Experience or as we know it, CX.

Read through them to find out more on how your CX can benefit your business and how CX fits into your business.

COVID-19 IMPACT ASSESSMENT & STRATEGIC PLANNING USING THE BALANCED SCORECARD FRAMEWORK

Written by Michelle Badenhorst at Map & Key, 20 April 2020 I recently had a chat with a friend of mine in

Customer Experience Management (CEM) is all about Relationships

“Every relationship requires listening no matter the nature of relationship” - this is the key take-away that stuck with me from a

Product Development embedded in Customer Experience

Companies can no longer ignore the fact that the customer experience impacts every aspect of the organisation’s value chain spanning from research

Customer Experience and Net Promoter Score (NPS)

I don’t agree with statements like “Net Promoter is now the worldwide standard for organizations to measure, understand and improve their customer experience”.