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There are few things more powerful than a well-crafted Customer Experience Mission Statement. After all, a mission drives everything else. A Customer Experience Mission Statement defines how you as an organization show up for your
Is Your CX Program Looking Toward the Future? Customer experience leaders spend a lot of time looking at what’s happened. Customer experience reports are filled with discoveries. Customer feedback provides insights and real-life quotes from
Leaders come to me with similar challenges again and again when it comes to customer experience. They are often assigned a CX leadership role without much more than a vague job description and audacious goals
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
Creating customer personas is an important part of any customer journey mapping exercise or really any customer experience management program. But what are they, really? How are they created? And how can you overcome the
Cross-functional leadership is a key factor in leading any customer experience program. This often means creating a team of leaders who regularly meet to discuss priorities, resources and accountabilities that drive CX forward. These teams
In this course, customer experience expert Jeannie Walters walks you through creating a positive customer experience. Jeannie explains how to understand your customer’s end-to-end experience, or customer journey, and goes over the steps to build an effective customer experience strategy.
Customer experience (CX) programs often begin with an idea and a dash of sincere enthusiasm…and little else. To arrive at real outcomes, CX programs depend on cross-functional leadership to turn words and ideas into actions.
Nobody thinks they’re neglecting customers… but many are. Some of us live, breathe and constantly think about the customer experience. But most people, believe it or not, don’t spend their time that way. Business leaders,
