The Value Of Experience Design Improvement Is On The Rise
Storyminers
MAY 8, 2017
They all use the six customer experience pillars. Some have even stayed at elevated levels.
Customer Centricity Customer Experience Design Customer Experience Professionals Strategy 
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How Well Do You Know the Six Customer Experience Performance Domains?
CX Journey
MAY 3, 2016
The Customer Experience Professionals Association (CXPA) was established in 2011 to support and to advance the customer experience profession, to set standards for the profession, and to increase the visibility of these long-unsung heroes. It should be aligned with your corporate strategy. Customers evolve.
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Hiring Tips for Your CX Team
CX Journey
DECEMBER 13, 2018
We have some helpful strategies to consider based on the structure of your organization and your goals. Hiring without a Customer Insights Team in Place The CX cycle begins and ends with customer insights (the Voice of the Customer program). As usual, there is no answer that fits all scenarios perfectly.
From Journey Map to Experience
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. Align the organization.
United Airlines: Big Data to the Rescue of the Passenger Experience?
Michelli Experience
AUGUST 22, 2017
United, however, has become emblematic of an industry viewed as operationally challenged, uncaring, and not customer-centric. My perspective likely varies greatly from someone who travels only during peak holiday periods or who watches the same customer-experience disaster video repeatedly.
Customer Experience Conferences and Events to Attend in 2017
ReviewTrackers
MAY 8, 2017
This is why more and more businesses are investing in customer experience, learning and applying industry best practices, and developing strategies in customer experience management. For more on CX: “ Customer Experience Definition — and How CX Differs from Customer Service”.
CX Journey™ Musings: Busy Work vs. Real Work
CX Journey
AUGUST 28, 2015
As customer experience professionals, we have no shortage of work. Or are we spinning our wheels, doing tactical things, and looking like we're making improvements - when, in reality, we're applying bandaids and simple fixes rather than making/doing meaningful overall process improvements and customer experience redesign work.
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