In this episode of 'The Joy of CX', David Cox delves into the mechanics of creating functional excellence in customer experience (CX).

He starts by defining functional excellence as removing obstacles between customers and the organization, emphasizing the importance of measuring and managing customer experiences.

David explains the Net Promoter Score (NPS), its benefits, and limitations, advocating for a focused approach on dissatisfied customers. He outlines a simple but effective framework for measuring CX through customer journey mapping and suggests using either outbound calling or online surveys to capture feedback. The goal is to identify key pain points based on customer feedback and take corrective actions.

David emphasizes the necessity of root cause analysis and a straightforward governance model, involving monthly reviews and CEO-level involvement. The ultimate aim is to create an organization that listens to its customers, acts on their feedback, and progressively builds positive, differentiated customer experiences.