CX Journey

What's in Your #CX Budget?

CX Journey

Image courtesy of Pixabay What's in your customer experience strategy budget? Traditionally, customer experience professionals have no budget.

How to Create a Brand Identity Your Customers Are Most Interested In

CX Journey

Today I'm pleased to share a guest post by Lexie Lu of Design Roast. Coming up with a brand identity isn’t an easy task. You have to consider the message you want the world to take away from any interaction with your company, and you have to think about what your target audience cares about.

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7 Pillars of a Strong Culture

CX Journey

Image courtesy of Pixabay Culture is best defined as "values plus behavior" and is often described as "how employees act when no one is looking." Culture is such an important part of your business. It's really the foundation of the organization.

How to Create a Superb Customer Experience on the Web

CX Journey

Image courtesy of Pixabay Today I'm pleased to share another guest post by Lexie Lu of Design Roast. If you want customers to return to your site, you have to create an amazing customer experience (CX). People tend to remember how your site makes them feel over the specific elements of the site.

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The Omnichannel Olympics: Transform to Perform

Speaker: Ron Dutta, VP-Business Development and Omnichannel CX Solutions

We are currently in an age where customers of all ages are always on the go and do not have time to connect with companies over traditional channels. They want companies to provide more channels of communication and solve problems at their moment of need. How do companies continue to add more channels and keep up great customer service?

Customer Experience and Customer Service: What's the Difference?

CX Journey

Image courtesy of CXPA It's that time of year again. This week, we are celebrating CX Day and Customer Service Week. I love that they land on the calendar at the same time, and yet, let's just keep adding to the confusion!

Customer Relationships and Moments That Matter

CX Journey

Image courtesy of Corporate Traveller Are you challenged at developing lasting relationships with your customers? I was recently sent a copy of KPMG Nunwood's report titled B2B Customer Experience: Winning the Moments That Matter.

5 Ways to Make Customer Experience Your Competitive Advantage

CX Journey

Image courtesy of Pixabay Today I'm pleased to share a guest post by Vaishali Gopi with Freshworks. Customer experience has become pivotal to growth and profitability strategies of businesses worldwide.

5 #Leadership Books You Must Read in 2019

CX Journey

Image courtesy of Pixabay What's in your library? I still love to hold and read physical books (as opposed to audible, Kindle, etc.). I don't know how many books I added to my library this year, but it was a lot.

The #CX Perception Gap

CX Journey

Image courtesy of Pixabay I originally wrote today's post for CallidusCloud. It appeared on their blog on December 6, 2017.

Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

Customer Personas - The What, The Why, and the How

CX Journey

Image courtesy of Pixabay Today I'm pleased to share a guest post by Stacy Sherman of DoingCXRight. This post originally appeared on the DoingCXRight blog on July 10, 2018.

Drive Real #CX Change with Journey Maps

CX Journey

Are journey maps a waste of time, or can you really use them to drive CX change?

Journey Mapping Your Way to Better Customer Communications

CX Journey

Image courtesy of Pixabay I originally wrote today's post for Zingle. It appeared on their blog on January 16, 2018. Communication is important to any relationship, and it's no less important in the relationships that businesses have with their customers.

Agile Working in Practice: More Tips to Help Analytics Teams Transition

CX Journey

Image courtesy of Pixabay Today I'm pleased to share another guest post by Paul Laughlin. This post originally appeared on Paul's site on March 9, 2019. This is the second in two-part series from Paul about agile working. Find the first post in the series here.

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Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

CX Journey™ Musings: Culture is More Than Hiring the Right People

CX Journey

Image courtesy of Pixabay Don't believe everything you read or hear on the Internet. Yea, I know. Your mom probably warned you about that, but I'm just going to reiterate. It's a fact.

12 Principles of Successful #CEM Change Management

CX Journey

Image courtesy of Pixabay Change. It's inevitable. And it's hard. Many - as high as 70% of - change initiatives fail. But don't let that stat scare you. And don't let it change your attitude about what lies ahead. Don't let that become a self-fulfilling prophecy! You know you need to make the change.

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Question Everything

CX Journey

Image courtesy of Pixabay But we've always done it that way! Is that one of the favorite sayings within your company? from your leaders? Or maybe it's, "That's just the way we do things around here."

We Have a Crisis in Leadership

CX Journey

Image courtesy of Pixabay Why is employee engagement at an all-time low? Why is turnover as high as it is? Why are employees constantly looking for better opportunities?

Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.

6 Steps From Journey Maps to Outcomes

CX Journey

Did you know that journey maps are more than a tool?

Focusing on Doing More of the Good Things

CX Journey

Image courtesy of Pixabay What is appreciative inquiry, and how can it help move your change management efforts forward - in a positive way? Change management is really key to any customer experience transformation.

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Silos Are For Farmers!

CX Journey

Image courtesy of Pixabay I originally wrote today's post for CallidusCloudCX; it was published on their blog on July 26, 2017. In last July's webinar with CallidusCloudCX, I talked about nine behaviors of CX Losers. There are more than nine, without a doubt!)

On Metrics and Complacency

CX Journey

Image courtesy of Pixabay I originally wrote today's post for CallidusCloud. It was published on their blog April 19, 2018. The customer experience is a journey; your transformation work is, too!

A New Segmentation Model for Customer Onboarding

A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.

How Do You Measure #CX Success?

CX Journey

Image courtesy of Unsplash How do you measure success of your customer experience initiatives? For any type of project or initiative that you undertake, it's important to be able to track progress and measure success.

The Importance of Communication to the Omnichannel Experience

CX Journey

Image courtesy of Pixabay Today I'm pleased to share a guest post by Ford Blakely , founder and CEO of Zingle. According to Google , 98% of Americans switch between devices in the same day. Today’s savvy consumers have a variety of options when it comes to engaging with your brand.

New CX Journey Inc. Website Launching!

CX Journey

Image courtesy of Pixabay CX Journey Inc.'s s site is growing up! I'm so excited to have a new site going live this week! I'm sharing this note as a blog post as it will be my last post on what is currently www.cx-journey.com. journey.com.

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Agile Working in Practice: More Tips to Help Analytics Teams Transition

CX Journey

Image courtesy of Pixabay Today I'm pleased to share another guest post by Paul Laughlin. This post originally appeared on Paul's site on March 9, 2019. This is the second in two-part series from Paul about agile working. Find the first post in the series here.

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How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.

Leaders Need to Show, Not Just Say

CX Journey

Image courtesy of Pixabay How do leaders drive (lasting) change? Last week, I enjoyed spending a few days in Vegas, speaking and networking at Fiserv's annual client Forum.

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Where Do Your Employees Fall in Order of Importance?

CX Journey

Image courtesy of Pixabay Does your company put employees first? or customer first? I suppose that there's one more possibility - neither. Sadly, that's the case for a lot of companies. But that's not the topic of this post.

Agile Working for Analytics Teams Needs a Cu?lture Change

CX Journey

Image courtesy of Pixabay Today I'm pleased to share a guest post by Paul Laughlin. This post originally appeared on Paul's site on February 21, 2019. The term Agile working is being used within more and more businesses.

Agile Working for Analytics Teams Needs a Cu?lture Change

CX Journey

Image courtesy of Pixabay Today I'm pleased to share a guest post by Paul Laughlin, Chief Blogger at CustomerInsightLeader.com. This post originally appeared on Paul's site on February 21, 2019. The term Agile working is being used within more and more businesses.

Personalized Customer Experience with All-In-One Voice, Video, Chat, Contact Center

Reliable communications are mission critical in today’s business environment. Customers are increasingly selective, and companies compete on the customer experience. Incorporating integrated communications as a key component is driving high returns.

Focus on the People and the Numbers Will Come

CX Journey

Image courtesy of Pixabay I originally wrote today's post for CallidusCloud. It appeared on their blog on July 12, 2018. When companies focus on people, their people - employees first, then customers - the numbers will come. This is a tough concept for a lot of executives to grasp.