Making Sense of CX
In today’s information overload world, while it may feel like access to near anything imaginable is only a quick Google search away, it can be hard to cut through the noise to find the relevant information you’re looking for. Sometimes what we really need is a curator’s hand to point us in the right direction, particularly if the subject you happen to be interested in belongs to a fairly new or growing field.
While Customer Experience (CX) has enjoyed a significant profile boost over recent years, for newcomers it can still be a slightly confusing place. What exactly is CX? How does it differ from good old customer service? Who ‘looks after’ it within an organization? Why is it so important to modern businesses?
Introducing the CX Primer
For new initiates into the world of CX, we have some good news for you. All the answers to any questions you might have (and many more you probably hadn’t thought of yet) can be found in a useful – and completely free resource – developed by the good folks over at CX Accelerator.
Nate Brown, co-founder of the site and a director of customer experience in his own right, developed the ultimate resource for anyone looking to take a crash course in what it means to be a modern customer experience professional: the CX Primer
The Customer Experience Guide
Breaking the CX manual down into four key disciplines – CX Strategy, Voice of the Customer, Experience Engineering & EX and Culture – the Primer covers pretty much everything a new starter could need, while serving as a fantastic reference guide for experienced people in the field.
With an appendix covering the top CX resources around today and introducing many of the field’s top thought leaders, there’s simply no better resource for those interested in learning about contemporary CX thinking.
The Story Behind the Story
We wanted to know a little bit more about why Nate decided to put together the guide, and he kindly obliged us with a response, in his own words…
“These past five years have just been tremendous from a learning perspective. I’ve been blessed with incredible mentors and opportunities to bring new knowledge to life as a practitioner. You could think of it as an academic diary of sorts. 😁 It was really exciting this year going back and doing a massive update based on the growth I’ve had since the original version. One of the things that attracted me to CX in the first place was how incredibly generous and helpful the leaders in this space are. Continuing in that tradition, it’s a great pleasure to be able to offer up whatever wisdom I can for the betterment of experiences everywhere. My hope is that the CX Primer will be a terrifically helpful starting point for new CX professionals in particular!
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Thanks, Nate! We recommend checking out the CX Accelerator Slack channel as a fantastic and friendly place for anyone with an interest in customer experience. For more frequent updates, you can also follow both Nate and CX Accelerator on Twitter.
