CX Journey

APRIL 25, 2018

What is Journey Mapping? Let me start with explaining what journey maps are not: they are not lifecycle maps, sales funnels, buyer funnels, buyer lifecycles, etc. Those are marketing tools and are too high level for customer experience design.

Customer Journeys 146

Customer Journeys Exercises Touchpoint Culture 146

ijgolding

OCTOBER 28, 2015

Customer journey mapping and touchpoint analysis. Whilst process improvement is pretty well understood by many, Customer Experience Design is a skill set that has been less commonly deployed in organisations around the world. Process improvement methodologies and discipline. 358 44 37 94 980.

Customer Experience Design 120

Customer Experience Design Customer Experience Customer Journeys Customer Experience Professionals 120

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. Outline your personas : do different customers have different needs?

Strategy 80

Strategy Customer Journeys Customer Experience Professionals Exercises 80

CX Journey

MARCH 16, 2017

As a follow-on to my post earlier this week about companies having no budget for customer experience improvements, I thought I'd compile a few ideas on how to move beyond the "no budget" excuse and make improvements that cost little to nothing. Not a good feeling when you're a customer experience professional.

Exercises 112

Exercises Culture Policies Employee Experience 112

CX Journey

DECEMBER 13, 2018

If you only have funding for one hire, hire a customer insights expert to learn what is not working well for your customers and what measures you need to take to improve the customer journeys. Hire a manager-level professional with a strong analytical background who is not afraid of doing the grunt work in the beginning.

Tips 83

Tips Customer Insights Leadership Exercises 83