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[LinkedIn Learning] Journey Mapping: Case Study in Action

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.

The Experience Economy’s Joseph Pine on Actionable Ways to Engage Customers

The Experience Economy, written by B. Joseph Pine II and and James H. Gilmore, was originally published in 1999. It painted a picture of how experience could be a driver in business in a way

The Best Free (and Cheap) Customer Experience Training Courses Online

How Do You Solve 2020’s Most Common CX Problems? Start Here.

Forrester, Oracle, and others predict plenty of customer experience challenges for the near future. Anxiety is ramping up for senior leaders focused on customer experience, and it’s not difficult to understand why. According to Forrester’s

Jeannie Walters delivers a Linkedin Learning course

CX Education Never Stops: Lessons in Learning for Every CX Leader

Do you consider yourself a life-long learner? Most successful people are. Bill Gates famously reads more than 50 books per year and has stated that you don’t get old until you stop learning. Better yet,

The Future of CX: Five Customer Experience Trends for 2020 and Beyond

What Does the Future of CX Look Like? It’s crystal ball time! If you know how critical Customer Experience is to the happiness of your customers and your team (and if you’re reading this, I’m

Happy CX Day 2019!

Happy CX Day 2019! Customer experience professionals, enthusiasts and change agents around the world are celebrating today. CX Day is all about celebrating our success, learning from our amazing community, and looking to the future

The Future of Customer Experience — And Where Leaders Can Focus Today

Let’s talk about the future of customer experience. I’m often asked about it, and I’ll tell you this universal truth: Customers will expect more than we can give them. You heard that right. We are

CX Day 2019: What It Is, When It Is, and How to Make the Most Of It

What is CX Day? We celebrate with learning, professional development opportunities, awards, and celebrations of all kinds. CX Day is a day all about learning, sharing, and celebrating with the Customer Experience community. Free events

3 Principles to Get Your Customer Experience “Stop Doing” List Started

Ever hear of a “stop doing” list? “Stop doing” lists have become especially popular in recent years. If you’re not familiar, the concept is simple: We all have things on our To-Do list that we

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CX Prioritization Guidebook

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