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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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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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.

5 Ways to Engage Employees for Immediate Impact

Speaker: Vicki Brackett, Author and COO of Sinousia

Author of the new book The Leadership Toolbox and Chief Operating Officer of Sinousia, Vicki Brackett shares creative and proven ways to engage your employees in either work at home environment or traditional brick and mortar. These strategies have been vetted by thousands of employees and have a track record of making immediate impact to customer service satisfaction scores, sales conversion, absenteeism and employee retention. When it comes to employee performance, you must be proactive on the front-end, or you are forced to be reactive on the back end!

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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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.

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!

Is Your Own Management Stalling Your Customer Experience Transformation?

CX Journey

Image courtesy of Pixabay I originally wrote today's post for Forbes. It appeared on the Forbes site on November 14, 2018. I've made some slight modifications since then, as it turned into a two-part series. This is the second in that series; the first part can be found here.

The Secret Sauce to Achieve Outcomes with Journey Mapping

CX Journey

In today's post, I reveal the secret sauce for journey mapping success. Are you ready? There's a lot of bad press out there about journey mapping. And there's a lot of bad journey mapping (or what people think is journey mapping ). A few months ago, I shared my six-step journey mapping process.

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.

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.

Exposure is What You Die from in the Desert

CX Journey

If you're a speaker, thinking about becoming a speaker, an event organizer, or considering hosting an event in the near future, you'll definitely want to read this. And even if you're none of the above, please continue reading.

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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 #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 Changing Role of CX Testing in Digital Transformation

Speaker: Diego Lo Giudice and Chad Hendren

With new competition emerging every day, businesses are transforming themselves, and using software as a means to drive differentiation. Digital transformation has become a key initiative for businesses across the globe, and CX is ground zero. Register now for this webinar and hear from Cyara and their guest speaker, Diego Lo Giudice of Forrester, how testing and QA practices are changing to enable and accelerate digital transformation.

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.

Has Your #CX Transformation Stalled?

CX Journey

Image courtesy of Pixabay I originally wrote today's post for Forbes. It appeared on the Forbes site on October 18, 2018. I've made some slight modifications since then, as it turned into a two-part series. The good news is that you've embarked on a customer experience transformation journey.

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.

On Becoming People-Centric

CX Journey

This is a modified version of a post I originally wrote for CallidusCloud. It appeared on their blog on June 14, 2018.

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.

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?

CX Journey™ Musings: On Means and Outcomes.

CX Journey

Image courtesy of Pixabay Do you know the difference between means and outcomes? Between the journey and the destination? I know. I know. Those are silly questions to ask. Of course everyone knows the difference between means and outcomes.

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!

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.

Why Conversational AI Is Key to Customer Service in the Customer Experience Era

In today’s hyper-competitive market, every business must become a customer experience-first business. Customer satisfaction has become more important than price or any individual feature. Read the new Tractica white paper to learn how important conversational AI is to your CX strategy.

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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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.

6 Steps From Journey Maps to Outcomes

CX Journey

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

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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Optimizing Customer Experience Data to Drive Business Success

Digital CX is an established practice. It’s time to focus on brick-and-mortar! This eBook covers the impact of CX on location-based businesses and best practices on how feedback is collected and data analytics are turned into insights that drive actionable improvements. Discover new ideas to fuel your business’s top and bottom line!

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."

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.

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?

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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6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

You Aren't Journey Mapping

CX Journey

I hate to tell you this, but you're just not.* I've been doing a bit of speaking lately, either about journey mapping or with journey mapping as a piece of the talk, and I've learned a lot - or, rather, confirmed a lot.