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.
Recent Articles Authored by Council
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...Read More
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?Read More
Creating a customer journey with function and emotion
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...Read More
Disruptors vs Incumbents: The Driving Force of Customer Experience Innovation
Product features and benefits once ruled the day. Success of a department store depended on what brands it stocked. Success of a network depended on what shows it broadcast. In the age of digital, th...Read More
Customer Experience: As Simple as One-Two-Three?
Customer Experience gets a lot of airtime in today’s marketing landscape. There’s much debate about what CX actually is, and what customers actually want. Ultimately, companies embarking ...Read More
Fundamental Change Required to Improve Customer Experience
At its October meeting, the CMA’s CX Council discussed organizations that really understand customer centricity, and “naturally” drive a great customer experience. C...Read More