Have you joined one of our live sessions yet? They’re free and give us a chance to connect live to talk about topics that matter to you and answer your questions directly. Not long ago, we did a presentation about the three facets of CX, where I suggested that customer experience requires all of these […]

If you’ve attended any of my live sessions or read earlier articles, you may know that I believe there are three important facets to any customer experience program: Mindset Strategy Business Discipline If you’re just reading about this idea for the first time, here’s a helpful primer article: The 3 Facets of Customer Experience With […]

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.

It’s time to wrap up another year. 2021 was another strange, unpredictable, not-quite-back-to-normal trip. When it came to customer experience, leaders dealt with all sorts of changes and challenges. The introduction of vaccines led to some employees coming back to the office. And some swearing they’ll never return. Customers were able to pick out their […]

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 obstacles that tend to keep organizations from creating truly great, useful personas? That’s what we’ll tackle today. What is a […]

What Does a Customer Experience Professional Do? Customer experience professionals have many different titles and many different job descriptions. There are CX leaders who focus primarily on customer insights, like Voice of the Customer programs. And there are CX teams dedicated to customer journey design and improvements. There are CX leaders who have titles like […]

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 are sometimes called a CX Strategic Council, a CX Team, or something similar. But whatever you call yourselves, running effective […]

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. But what is that cross-functional team supposed to do, exactly? A Customer Experience Charter can answer that question.   What […]