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How to Align Customer Service and Experience to Drive Lasting Business Growth

Align Organizational Vision & Goals, Connect with Customers, Create a Customer-Centric Culture, Featured, Take Action / Jeannie Walters, CCXP, CSP

When customers face a challenge and need help, customer service or support representatives are their heroes — and organizations have invested a lot of time to make customer support a breeze in a growing number of channels: Store representatives are trained to empathize with customers and know how to quickly get them tailored solutions in […]

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How Hiring a Customer Experience Consultant Accelerates Your CX Success

Featured, Get Started with CX, Take Action / Jeannie Walters, CCXP, CSP

Learn how a customer experience consultant can help your organization better engage customers, whether you’re new to CX or have a well-built strategy.

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How to Use Customer Journey Maps to Solve Your CX Challenges

Build Customer Journey Maps, Featured, Take Action / Jeannie Walters, CCXP, CSP

Let’s streamline your customer journey mapping tool search and prime your organization for success. It’s time to explore the essential areas to consider so you can meet your needs now and in the future.

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CX Education for Employees: Why it Matters & How to Develop Your Program

Align Organizational Vision & Goals, Create a Customer-Centric Culture, Featured / Jeannie Walters, CCXP, CSP

Why does Customer Experience Training Matter? Customer Experience (CX) is commonly misunderstood as reactive customer service, support, or even just ‘being nice to customers.’ CX is much more than these, though. I like to define Customer Experience as: A mindset A strategy A business discipline Customer experience is more than one area, product, service, or

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Customer Journey Mapping Examples: 4 Use Cases to Inform Your CX Strategy

Build Customer Journey Maps, Featured / Jeannie Walters, CCXP, CSP

Are Customer Journey Maps Really Necessary? My client had just returned from a presentation to her executive committee. She was defeated, and realized she made a misstep in trying to get resources for a customer journey mapping initiative. The C-Suite heard her desire to understand customers better, but they couldn’t see HOW that exercise would

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Embracing 5 Hard Truths of Customer Experience to Improve Your CX Strategy

Align Organizational Vision & Goals, Create a Customer-Centric Culture, Featured, Get Started with CX, Take Action / Jeannie Walters, CCXP, CSP

I’ve seen organizations adopt a few common mindsets that inadvertently hold them back, as well as CX pros who overlook key resources that can help them get ahead. By facing these realities head on you can more quickly implement the best customer experience strategy for your organization.

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Customers Want Personalized Experiences AND Privacy. Can They Have Both?

Connect with Customers, Featured / Jeannie Walters, CCXP, CSP

There is a struggle between providing the best customer experience and appropriately protecting consumer privacy. And rightfully so.

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Four Ways to Improve Your Customer Experience Strategy

Align Organizational Vision & Goals, Build Customer Journey Maps, Connect with Customers, Create a Customer-Centric Culture, Featured, Take Action / Jeannie Walters, CCXP, CSP

To learn more about the challenges CX teams are facing and how leaders are driving their programs forward, I spoke with four change makers at the show who offered an inside look at their successes.

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How to Develop Your AI Strategy Today as a Customer Experience Leader

Align Organizational Vision & Goals, Create a Customer-Centric Culture, Featured, Take Action / Jeannie Walters, CCXP, CSP

To help you start or fine-tune your AI strategy, let’s explore the main things customer experience leaders need to know about AI and its close companion generative AI.

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