ijgolding

JULY 14, 2017

Journey mapping helps to clear the mist, so you can design interactions with purpose, which meet their true goals and deliver the total experience. Like me, Beth is a Customer Experience Specialist and proud to be a Certified Customer Experience Professional (CCXP).

Customer Experience Design 274

Customer Experience Design Customer Journeys Customer Experience Banking 274

Storyminers

MAY 8, 2017

They all use the six customer experience pillars. However, change is happening so fast (tech, customer desires, partners, organizational structures, etc.) that ‘just doing better’ doesn’t always make the customers happier or the business healthier. Some have seen their fortunes rise.

Customer Journeys 190

Customer Journeys Innovation ROI Customer Experience Professionals 190

CX Journey

APRIL 25, 2018

Those are marketing tools and are too high level for customer experience design. Customer experience professionals require a lot more detail at a micro level in order to understand the pain points and to, ultimately, fix them. Implement and activate new experiences. Communicate and share experiences.

Customer Journeys 146

Customer Journeys Exercises Touchpoint Culture 146

CX Journey

FEBRUARY 14, 2018

And customers are still complaining. In other words, customer experience improvement efforts are failing. We advocate, as customer experience professionals, getting to the root cause of issues. When we get to the state of " What the Hell is Customer Experience? So here goes.

Employee Experience 116

Employee Experience Culture Policies Customer Experience Professionals 116

CX Journey

JUNE 30, 2015

Sun Tzu Customer experience strategy is one of the six competencies of the Customer Experience Professionals Association's ( CXPA ) CCXP exam and something every customer experience professional should be well versed in/about. Tactics without strategy is the noise before defeat.

Strategy 80

Strategy Customer Journeys Customer Experience Professionals Exercises 80

CX Journey

DECEMBER 13, 2018

Hiring members of the CX Team requires you to take a long view of customer experience design, execution, and goals. Internal and external hiring for CX forces you to look at the short and long-term goals of your CX strategies, how to implement them for your customers, and how to communicate them to the C-Suite.

Tips 83

Tips Customer Insights Leadership Exercises 83

Michelli Experience

AUGUST 22, 2017

My perspective likely varies greatly from someone who travels only during peak holiday periods or who watches the same customer-experience disaster video repeatedly. My view is also colored by the work I’ve done with very dedicated customer experience professionals within the airline industry.

Airlines 113

Airlines Data Travel Consulting 113