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 feedback, operational measurements, and an overall understanding of the world and marketplace. Yet most of us don’t live in this […]

What would customer experience (CX) success for you look like in a year? Let’s imagine a year from today…

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 make or break the customer’s interaction. The payment experience is often overlooked as a customer touchpoint. Focus on exceeding customer […]

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.

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 get it. Customer Journey Mapping can reveal — and help solve — a lot of problems in the customer journey. […]

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 feedback tools like kiosks or chatbots, and how to report on the feedback once it’s gathered. But there’s a serious […]

“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 the customer and effort from the customer themself.  After all, the customer journey is really the journey of a relationship. […]

This article is sponsored by PayPal. ne·glect /nəˈɡlekt/ verb: fail to care for properly. noun: the state or fact of being uncared for. from Oxford Languages Neglect can feel like a harsh word. It’s easy to think that if we’re neglectful toward our customers, it must be through some negative action. But the most common […]

Originally posted in April 2020. Updated September 2021. It feels like there have been a lot of plans made…only to be disrupted. There was a brief moment in time when it felt like we were planning for a post-pandemic future, only to find it continues to be our present. I’ve said it before and will […]