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
Recent Articles Authored by Council
Customer listening paths: Explicit, implicit and algorithmic
Customer listening has evolved significantly over time. And now, we are entering another era of considerable change in how we listen to our customers.
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How CSR drives CX
Marketing is about building meaningful connections, and in today's values-driven landscape, brands that prioritize Corporate Social Responsibility (CSR) create more authentic, resonant experiences that keep customers coming back.
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Driving loyalty through better CX
How can participants in a highly competitive industry improve financial performance without resorting to competing on price? Surprisingly, the airline industry offers a fascinating insight into how investments in providing richer customer experiences can boost customer loyalty and profitability, sometimes overriding price considerations.
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The role of AI in customer experience in the retail industry
This article has been developed by a member of the CMA’s CX Council as part of a subgroup initiative exploring AI in CX.
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The evolution of CX
In biology, evolution involves a cause and effect. Some state or change-of-state in the environment (the cause) allows some evolved organisms to flourish (the effect).
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Knowing when to exceed customer expectations
In a world where social media thrives, the voice of the consumer has further reach than ever before
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