Customer journey mapping can be a powerful tool to help you truly understand your customers, innovate around new ways to serve them, and identify gaps in their journey. But, that’s only if the map is used as a tool and not an artifact. Many CX teams spend months on a journey map only to have […]
4 Ways the Experts Master Journey Mapping Read More »
What Does the Future of CX Look Like? It’s crystal ball time! If you know how critical Customer Experience is to the happiness of your customers and your team (and if you’re reading this, I’m willing to bet you are,) you’re probably already trying to anticipate the next big trends in CX. What sort of
The Future of CX: Five Customer Experience Trends for 2020 and Beyond Read More »
Customer experience, in all its complexity, really is about one thing to your customers: Expectations. Think about your own journeys as a customer. Have you ever been disappointed? Most likely, your story starts with a “They promised me..” and ends with a “They just refused!” Consider the classic Jerry Seinfeld scene where he and Elaine
Three Ways to Supercharge Your Sales Training for a Winning Customer Experience Read More »
The C-Suite Leader was asking a seemingly straightforward question: What is customer experience, really? Now, this person was no slouch. This was a high-achieving, take-no-prisoners, BOSS of a person who I respect. And I was struggling to answer. I didn’t want to insult this person. I didn’t want this leader to feel like I was
Three Customer Experience Details Most C-Suite Leaders Overlook Read More »
Happy CX Day 2019! Customer experience professionals, enthusiasts and change agents around the world are celebrating today. CX Day is all about celebrating our success, learning from our amazing community, and looking to the future of customer experience. If you haven’t already, get your CX Day started with a global good morning from some friends
Happy CX Day 2019! Read More »
The 3 Biggest Areas of Potential ROI and How to Invest Strategically to Maximize Results
