Why Create Customer Journey Maps? Journey maps can be extraordinarily impactful on how an organization approaches their products, services, and interactions. They are also often widely misunderstood. Stop for a moment and imagine a customer
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What Does Employee and Customer Empathy Really Mean, Anyway? What do you think of when you hear the word empathy? How about customer empathy? Employee empathy? We know that the best brands in the world create
In this practical sequel to her introductory journey mapping course, instructor Jeannie Walters walks through creating an actual customer journey map from start to finish. Jeannie covers each step, including setting goals, gathering data, facilitating a journey mapping workshop, interviewing customers to validate the map, and more. Along the way, she offers plenty of tips and techniques to help focus the process and move your team toward an actionable goal.
2020 is Almost Here… With the new year — and the new decade! — just two weeks away, we’re all turning our attention to where CX will go in 2020 and beyond. And while I’m
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
Let’s Talk CX Strategy Do you know your customer experience strategy? Do you know how this strategy is being translated into the everyday actions and behaviors of your employees? The thing about strategy is that
Customer Experience is About Value and Values Customer experience is not the new battleground anymore. It’s THE battleground. And it all centers around the word value. How can we provide value in what we
Blueprinting helps you plan the customer’s journey and the employees, processes, and activities to support that journey. This course covers the steps to creating a blueprint for exceptional customer service. Jeannie Walters describes how to gather feedback and data, map customer and employee actions, and hold a workshop session to find solutions to pain points and validate your findings.
The job descriptions for a customer experience leader vary between tactical analyst and strategic overlord. Defining just what a customer experience leader does can be tricky. But what’s even trickier is when you may not have