SuiteCX

MARCH 15, 2019

2018 was an excellent year for SuiteCX. SuiteCX has put another strong year of growth and profitability under its belt. 2018 was its best year ever with increased profit, higher demand and recognition in analyst reports. SuiteCX was identified in Forrester’s Wave. SuiteCX was also identified as a Leader in the Aragon Research Tech Spectrum for Customer Journey Mapping, 2019.

Customer Journeys 100

Customer Journeys CEM Tools Automotive 100

SuiteCX

JANUARY 16, 2019

Ever wonder why there is such a gap between all the hard work you do in providing Voice of the Customer and Net Promoter Scores to your internal partners and then not being able to see how that in turn results in enabling the company to improve their financial or operationals? With a veritable wealth of verbatim, Moments of Truth, customer feedback, and a trove of response and sales/marketing data and in many cases a very positive NPS alas, those departments still have no true understanding of W

Net Promoter Score 100

Net Promoter Score NPS Customer Journeys Social Media 100

SuiteCX

JANUARY 19, 2015

Yep, we’ve been at this a while. It was hard to boil these down to just 10, but we think these are the most important insights to emerge from over 100 client engagements.

Customer Journeys 100

Customer Journeys Engagement Customers Leadership 100

SuiteCX

FEBRUARY 13, 2015

Customer Experience as a holistic enterprise is not easy to measure. Don’t make the mistake of thinking your digital metrics are telling the whole story.

Customer Experience 100

Customer Experience Metrics Measurement Customers 100

SuiteCX

MARCH 31, 2015

CEM/CJM Governance is a process focused on managing the quality, consistency, usability, security, and availability of your overall CEM strategy as well as for the building blocks such as VOC/VOE/Journey Maps and CEM Dashboards.

Customer Journeys 100

Customer Journeys Government CEM Strategy 100

SuiteCX

SEPTEMBER 25, 2015

Developing a comprehensive Customer Experience (CX) strategy is more di?cult than you might expect, and there is a lot of noise in the marketplace as to how to do it right. However, despite the massive amounts of talk, there are not a lot of intelligent recommendations for action. What are some of the barriers?

Customer Experience 100

Customer Experience Customers Strategy How To 100

SuiteCX

OCTOBER 22, 2015

While research has proven that a focus on improving customer experience directly impacts the bottom line, achieving the organizational and cultural change required to become fully customer-centric is not an easy process. It is critical to get all key departments aligned on your customer experience strategy.

Customer Journeys 100

Customer Journeys Company Customer Centricity Culture 100

SuiteCX

NOVEMBER 3, 2015

The Customer Experience (CX) ?eld is growing, and companies are realizing that it makes clear business sense. For companies that practice CX, MarketsandMarkets.com predicts a compound annual growth rate (CAGR) of 17.3% from 2014 to 2019. But how do you ensure the investment you place in CX will be well spent?

Customer Experience 100

Customer Experience Customers Company Leadership 100

SuiteCX

DECEMBER 20, 2015

As marketers, we are all focused on improving our customer experience and generating more revenue. Everyone talks about how important it is to invest in web, mobile and social media analytics. Smart marketers don’t stop there, however.

Customer Experience 100

Customer Experience Social Media Strategy Data 100

SuiteCX

DECEMBER 22, 2015

As we move into a new business year, promising to be the most CX-­?focused ever, we wanted to share some key predictions that we believe will come to pass.

Customer Experience 100

Customer Experience Customers Leadership 100

SuiteCX

JANUARY 21, 2016

We are all trying to be more customer centric, but it isn’t easy. Here are some practical tips to help you be more productive in 2016.

Customer Centricity 100

Customer Centricity Tips Customers Leadership 100

SuiteCX

FEBRUARY 15, 2016

One of the most compelling reasons to conduct a journey mapping exercise is to get various employee representatives around the room, engaging with one another and finding ways to make positive organizational change. One of the most compelling reasons to conduct a journey mapping exercise is to get various employee representatives around the room, engaging with one another and finding ways to make positive organizational change.

Customer Journeys 100

Customer Journeys Employee Engagement Engagement Exercises 100

SuiteCX

MAY 4, 2016

There are many approaches to Customer Journey Mapping, just as there are many different company cultures looking to use this valuable tool to improve their customer experience. We presented this content at the 2016 CXPA Members Insight Exchange.

Customer Journeys 100

Customer Journeys Culture Customers Tools 100

SuiteCX

AUGUST 5, 2016

Detailed overview of the SuiteCX approach to Customer Journey Mapping.

Customer Journeys 100

Customer Journeys Customers Leadership 100

SuiteCX

SEPTEMBER 12, 2016

Over the last 10 years I have seen many attempts by teams to engage with their companies customer experience and how they have failed, the discipline (emerging as it is) is still being dominated by old thinking – ‘wow’ your customer, be ‘customer centric’, ‘transform’ your business none of which are achievable or desirable in some cases in the real world.

Customer Experience 100

Customer Experience Customer Centricity Policies Culture 100

SuiteCX

SEPTEMBER 10, 2018

It can be daunting to face the challenge of making the most of customers in transactional databases. This challenge is made worse by that shiny new marketing automation license sitting up in the cloud, peering down like a Grecian god, targeted campaign thunderbolts in hand. Service messages can go to the whole base of course, but blasting the same offer to everyone, because you can, just feels wrong.

Course 100

Course Customer Base Interaction Marketing 100

SuiteCX

JULY 9, 2018

In the recent research report by MyCustomer in association with Quadient, Customer Journey Mapping Research Report 2018, results validate what we practitioners have known for years: leadership buy-in absolutely matters and it should never be a one-and-done effort. It is really great to see more and more companies realizing the benefits of customer journey mapping (CJM).

Customer Journeys 100

Customer Journeys Leadership Exercises Report 100

SuiteCX

JUNE 22, 2018

SuiteCX brings robust customer journey mapping and strategic scenario planning together for superior customer experience design and execution. By providing customizable journey mapping, customer experience assessments and data driven insights, we help you design, visualize and deliver the optimal customer experience that engages the customer while driving the highest business value.

Customer Journeys 100

Customer Journeys Groups Customer Experience Design Engagement 100

SuiteCX

JUNE 22, 2018

What is networking? What is Karmic Networking? View Document.

Leadership 100

Leadership 100

SuiteCX

JUNE 22, 2018

So, you want to be a consultant? Here are some tips and techniques to follow so you can become successful in the consulting field. View Document.

Consulting 100

Consulting Tips Leadership 100

SuiteCX

JUNE 22, 2018

CX professionals are hearing a lot about Customer Journey Mapping these days, but with each new wave of ideas, there comes confusion surrounding it. As expert practitioners of journey mapping for over 15 years, we aim to clear up some of the confusion with this brief. View Document.

Customer Journeys 100

Customer Journeys Customers Leadership 100

SuiteCX

APRIL 13, 2017

One of our most frequently asked questions is: How to approach experience mapping? This video of a recent webinar addresses a few of the questions we have heard over the years: What business aspects should you address using journey mapping efforts? Should it be a simple/agile exercise or a deep study? Is it meant for strategy or problem solving? Do you have any examples of how it might work?

Customer Journeys 100

Customer Journeys Exercises Video Study 100

SuiteCX

MARCH 2, 2018

Astute watchers of changes in the loyalty marketing world (we include you gentle reader) will have noticed some important developments that are still to reach their ‘tipping point’. But they will. The general trend to replace physical loyalty cards is part of it, as we see e-wallets that store our cards. Examples include Stocard, which replaces the need to carry bulging card-stuffed purses and wallets, with our smart phone.

Loyalty Programs 100

Loyalty Programs Loyalty Tips Trends 100

SuiteCX

NOVEMBER 29, 2016

Like every aspect of our lives, the world of work is going through massive change and transformation. The one company career model of the past has been replaced with a much more fluid, transitory world where moving from job to job and employer to employer is the norm. At the same time the skills that are in demand have also shifted creating shortage and competition for talent in certain areas, technology in particular, and a surplus in others.

Customer Journeys 100

Customer Journeys Employee Experience Course Groups 100

SuiteCX

DECEMBER 5, 2016

“The capacity to learn is a gift; the ability to learn is a skill; the willingness to learn is a choice.” Wise words by Brian Herbert. At SuiteCX we believe in ongoing and continuous learning to better ourselves and our partners as we strive together and exercise our cognitive muscles. This year we have made continuous learning a key priority and important part of our product development roadmap, coaching tools, and support services.

Course 100

Course Roadmap Exercises System 100

SuiteCX

JANUARY 2, 2017

As 2016 rapidly draws to a close, Customer Experience continues to be a “hot topic” on everyone’s agenda, but companies are having trouble making progress. The primary disconnects are how Customer Experience professionals present and communicate Customer Experience to the C Suite. Customer Experience is more than how customers answer surveys (customer satisfaction and Net Promoter).

Customer Journeys 100

Customer Journeys Self Service Customer Insights Survey 100

SuiteCX

JANUARY 16, 2017

One of the biggest challenges CX practitioners face is uncovering actionable data that will help improve the customer experience. Often company structure and culture play a big role in determining how hard/easy it is to dig out the data. In this article I’ll help you understand where and how to find the data, and how to organize it to become useful to improving the customer experience.

CEM 100

CEM Data Groups Interaction 100

SuiteCX

FEBRUARY 7, 2017

Current State. We all know that customer landscape is changing quickly. Over 90% of customers have higher expectations than they did last year and 64% of consumers switch some service providers every year (source: Accenture research). Customers aren’t your only problem. Your costs are rising faster than your revenue, putting pressure on margins. You’re also faced with new competitors at every turn.

Customer Journeys 100

Customer Journeys Self Service Analytics Exercises 100

SuiteCX

FEBRUARY 22, 2017

“Words are made for a certain exactness of thought, as tears are for a certain degree of pain. What is least distinct cannot be named; what is clearest is unutterable.”. René Daumal. The Spanish expression “el momento de la verdad” signified the point in a bullfight when the matador makes the kill. The English translation, the moment of truth, first appeared in Ernest Hemingway’s Death in the Afternoon (1932) which was largely about the sport of bullfighting.

Effort Score 100

Effort Score Touchpoint Airlines Interaction 100

SuiteCX

MARCH 22, 2017

Brands are all touting customer experience but most are failing. Brands think they understand customer experience because they have Customer Data, and even Big Data. They use analytics and some technology to drive their next best actions. But lots of data without real insight isn’t going to be helpful. Companies are drowning in data and really don’t know what is important and what isn’t.

Company 100

Company Customer Journeys Net Promoter Score Customer Experience 100

SuiteCX

APRIL 10, 2017

Over the past two decades we have witnessed a massive transformation in the automotive industry, driven primarily by advances in technology. Where once the value in vehicles was 90% hardware-based, this has shifted to more than 50% software-based 1. Not surprisingly, this has dramatically changed the experience of buying, owning, driving, and maintaining a car.

Automotive 100

Automotive Industry Customer Journeys Competitive Advantage 100

SuiteCX

MAY 15, 2017

Although email has evolved and matured to the point where is essentially ubiquitous, I continue to be amazed at how little attention is paid to how to incrementally measure and improve the results – particularly since the entire process is incremental. There is an all too common, but nonetheless stunning, lack of interest in the financial results from email campaigns.

Metrics 100

Metrics Financial Measurement Customers 100

SuiteCX

MAY 26, 2017

Most companies are struggling with Customer Experience. They have very limited resources (the average department seems to be one or two people) so their ability to tackle some of the more strategic issues is very limited. Senior management talks about customer experience and how important it is but they don’t really believe it because they don’t provide support for the CX staff and they don’t have any strategic plan for how to scale Customer Experience.

Customer Journeys 100

Customer Journeys Effort Score Automotive Exercises 100

SuiteCX

JUNE 15, 2017

Investments in customer loyalty are booming. Marketing teams are spending big on rewards, partnerships, agencies, data capabilities and marketing technology. Loyalty has become table stakes in most consumer facing sectors. Having a loyalty program is becoming a cost of doing business, a hygiene factor. 35% 1 of all credit card purchases in Australia earn Qantas points, 25%2 of all credit card purchases in New Zealand are earning Airpoints.

ROI 100

ROI Measurement Marketing Loyalty Programs 100

SuiteCX

JUNE 16, 2017

Over the last 10 years the retail industry has been radically transformed. Whether retailers are ready for it or not, consumers have become hooked on the real-time, personalized world. Consumers expect to get what they want, when they want 24/7. They also expect to be able to order, return and browse in the channel of their choice: online, in store, chat, mobile app etc.

Omni-Channel 100

Omni-Channel Retail Multi-Channel Social Media 100

SuiteCX

JULY 7, 2017

Customer experience consultancy, Ellipsis, launches first productised data offering off the back of Data Republic’s data exchange marketplace. Customer engagement consulting agency, Ellipsis, has joined forces with Data Republic on a new data product offering aimed at helping brands better measure customer loyalty investments. The Return on Loyalty product is based on anonymised, aggregated transaction-level data from Westpac, exchanged via Data Republic’s platform.

Loyalty 100

Loyalty Measurement Tools Data 100

SuiteCX

JULY 10, 2017

One of the definitions for the word Inventory is: “detailed, often descriptive, list of articles, giving the code number, quantity, and value of each catalog.” What does that have to do with SuiteCX? SuiteCX has mastered the concept of Inventory by creating a standalone map type in the software that acts as a Grid map, where you can strategically place each of your Customer or Brand Interaction points along an X and Y axis modeled by Lifecycle by Department or Channel.

Customer Journeys 100

Customer Journeys Effort Score Exercises Interaction 100