What Is a Customer Experience Code? Related Articles Definition: What is a Wrap-Up Code? Definition: What is an Account Code? What Is a Customer Experience Chain? 11 Best Practices for a Voice of the Customer Survey 841 Filed under - Video, Customer Service, CX, Paul Pember, Videos Paul Pember, Customer Service Specialist, discusses how to create a customer experience (CX) Code and how it needs to be embedded within the organization. In this video Paul explains: What the CX Code Is Creating a CX Code If you want to find out what else was discussed in this webinar, you should watch the replay How to Transform CX next Video Transcript: What Is the CX Code The customer experience code is a set of principles that is made through customer insight and understanding. Its main purpose is to be an easy-to-understand tool that can be used, picked up and embedded across the organization. Creating a CX Code When we design services, product processes and journeys, how do we make sure everyone else in the organization knows that as well? So the code wouldn’t be the same in every organization. The code will vary depending on the context of your business. So, for example, a local council or social housing, that’s about the basics done really well with kind of low effort. Paul Pember So your code will change depending on the sector you are part of. But the critical point here is the code is created through insight. This is not what you think. This is not what the business thinks. This is based on insight. And it’s got to be an easy, understandable tool that can be embedded in the organization. This video was recorded when Paul Pember was a panellist on our 2022 webinar ‘How to Transform CX‘ If you are looking for more great video insights from the experts, check these out these videos next: What Sort of Team Player Are You? What Is the Difference Between WFM, WFO and WEM? Typical IVR Solutions Author: Paul Pember Reviewed by: Robyn Coppell Published On: 27th Sep 2022 - Last modified: 15th Nov 2023 Read more about - Video, Customer Service, CX, Paul Pember, Videos Recommended Articles What is a Wrap-Up Code? What is an Account Code? What Is a Customer Experience Chain? 11 Best Practices for a Voice of the Customer Survey Related Reports Guide: Five Steps to Mastering Conversation Intelligence eBook: Generative AI and the Contact Center of the Future White Paper: Counting the Cost of CX for Financial Services Contact Centers Webinar Replay: How to Excel at Managing and Exceeding Customer Expectations Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to Webinars & Events Weekly Newsletter