Beyond Philosophy

OCTOBER 2, 2017

As a Customer Experience professional, understanding three trends today is imperative. However, if you can accept them, you are poised not only to deliver an excellent experience, but you will also position yourself to move it to the next level of greatness. . The Three Trends You Can’t Ignore in CX Today.

Customer Experience Professionals 229

Customer Experience Professionals Trends Customer Experience Rewards Programs 229

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

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. Why Map Journeys Mapping isn’t just a lame exercise; it’s a learning exercise.

Customer Journeys 146

Customer Journeys Exercises Touchpoint Culture 146

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

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

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