Customer Experience Council
The CMA CX Council educates CMA members about customer experience and helps them drive customer centricity in their organizations by sharing knowledge and best practices that foster sustainable growth.
Council Members
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Recent Articles Authored by Council
The impact of today’s trends on customer experience
With all these trends, there is an impact on customer experience (CX) realities and expectations for businesses, brands and marketers. Here are four key...
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The evolution of NPS 3.0
The best predictor of top-line growth can usually be captured in a single survey question: Would you recommend...
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Why ROI of CX is critical for business growth
As we read more and more about how to evolve customer experience (CX) measurement and metrics in the post-pandemic economy, it's clear that one metric in particular will become...
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Creating a customer journey with a sense of discovery and connection
The concept of customer journeys has been around for a few decades now, and most CX professionals have a clear sense of the customer journey for their brand or organization.
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The year that changed CX forever, for the better
As we realigned our strategies and business plans during the spring of 2020 due to COVID-19, one thing was for sure...
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Getting real about CX + EX
Are we still trying to make convincing arguments that focusing on the customer experience can improve sales or have a positive impact on a company’s bottom line?
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