Certified Customer Experience Professional (CCXP) Jeannie Walters outlines foundational skills in key CX areas, like how to: identify your organization’s strategic vision for your customers; leverage tools, best practices, and techniques to deliver on your CX vision; achieve competitive advantage with superior customer experience. Disclosure: This item uses an affiliate link to Linkedin Learning.
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❔After we create a customer journey map, what’s the next step? How should we use it?❔ When we are talking about customer journey maps, we are talking about everything from the customer’s point of view
Better Customer Journeys Require Improving Your Customer Intelligence With Operational & Experiential Data In an ideal world, customer experience would be built, improved, reviewed, and evolved based on real-time intelligence. This intelligence would include customer
Sponsored by PayPal If your customers are interacting with your business, they are having an experience. This includes what happens before, after, and during their purchase. The payment experience is part of this… and can
What would success look like in a year? Let’s imagine a year from today… Customers are happier than they’ve ever been, and you know that because their feedback shows it Employees are engaged in not
Certified Customer Experience Professional (CCXP) Jeannie Walters shows how to set up a customer journey mapping program for success, introduces tools and techniques to execute the journey mapping process, and explains how to go deeper to test your understanding and take action. Disclosure: This item uses an affiliate link to Linkedin Learning.
Developing CX Personas: The Step Before Journey Mapping In my work consulting, training, and running workshops , one consistent theme I find is teams are super eager to begin the Customer Journey Mapping process. I
A customer experience leader’s role is often tied to collecting, analyzing and acting upon customer feedback. Many leaders are tasked with developing customer feedback programs, including how and when to send surveys, where to insert
“Success is the sum of small efforts, repeated day in and day out.” – Robert Collier What are Micromoments? In any customer journey, there are countless small efforts. These include efforts from the company serving