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Journey Maps: Not an Exercise in Futility

CX Journey

One of the arguments against journey mapping I often hear is that it's an exercise in futility: You map. You map because you need to understand the customer experience; you know that you cannot transform something you don't understand. The immediate next step for this type of map is to do some customer research.

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Four Ways to Improve Your Customer Experience Strategy

Experience Investigators by 360Connext

Jignesh Shah - VP of Products & GTM leader @ Blackhawk | LinkedIn Build Your CX Foundation as an Organization Suraj “SUV” Venkitachalam , Senior Director, Customer Voice Strategy and Execution at Cisco, attributes his team’s CX success to the alignment they’ve driven in the organization.

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Welcome Aboard! 7 Tips for Building CX into New Employee Onboarding

CX Accelerator

Imagine the employee that shows up to a new job, is ushered to an office where they sit alone for hours poring over paperwork, waits a week for IT to set them up with a computer, and goes hours without meaningful human interaction with colleagues. What about the way the company treats its customers?

Tips 296
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The Ultimate Guide to Customer Experience Workshops

SurveySparrow

A customer experience workshop is a dedicated space and time where a group of people from different parts of a company come together to make their customers happier. It’s like a creative brainstorming session, but with a specific focus: improving the way customers feel when they interact with a business.

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Welcome Aboard! 7 Tips for Building CX into New Employee Onboarding

CX Accelerator

Imagine the employee that shows up to a new job, is ushered to an office where they sit alone for hours poring over paperwork, waits a week for IT to set them up with a computer, and goes hours without meaningful human interaction with colleagues. What about the way the company treats its customers?

Tips 182
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Welcome Aboard! 7 Tips for Building CX into New Employee Onboarding

CX Accelerator

Imagine the employee that shows up to a new job, is ushered to an office where they sit alone for hours poring over paperwork, waits a week for IT to set them up with a computer, and goes hours without meaningful human interaction with colleagues. What about the way the company treats its customers?

Tips 182
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How to Embed a Customer Experience Framework 

ijgolding

Customer Experience Culture – Customer Experience communication and engagement. Are your own people advocates or ‘fans’ of what you are supposed to be doing for your customers? Voice of the Employee measurement.