The CX Lead Newsletter

Hi friend,

If we had the time, we'd hold every customer's hand and walk together on every stage of their customer journey. We'd anticipate their every need, making sure they always have a frictionless path forward. And, should any painpoints arise, we'd be there with a solution ready. As CX professionals, that's just the kind of caring, generous people we are! Fist bump

Alas, we don't have that kind of time. The best we can do as CX pros is design journeys to be as frictionless as possible, and save our customer's time with processes that closely align with their needs. We are, after all, mere mortals. Right?

But what if we could personalize every journey? Or personalize the touchpoints that matter most?

The truth is: Even basic personalization goes a long way in a customer's mind, and it's probably more scalable than you think! Read our featured article by Mary Poppen to learn more about personalization at scale.

This weeks articles:

Personalization at Scale: It’s Not Just A Marketing Concept!

Personalizing customer experiences can be challenging. Personalizing them at scale can feel overwhelming, but it shouldn't. Learn how the pros handle CX personalization at scale!

Personalized CXs await!

New on The CX Lead

Our curated list of practical knowledge to help you hit the ground running.

Hot & CX-y Jobs: April 2024

Are you working a boring job with lousy benefits? Sounds like you need a a job shift. Check out this months selection of CX job openings for all career stages.

Find your next job

What Is a Good NPS Score?

NPS is a powerful tool for measuring customer experience, but it's not the easiest metric to gather or track. Read on to learn how to properly implement NPS and use it to improve CX, loyalty and LTV.

Master NPS!

And in case no one else told you today, thank you for everything you do.

Yours in CX,

Craig Borowski
— Senior Editor | The CX Lead

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