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CX Prioritization Guidebook
Use the techniques in this guidebook to get everyone aligned and active on the initiatives that are most impactful.
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A Call for Representation in Customer Experience
We Must Ask the Tough Questions. It’s not business as usual in the United States. It hasn’t been since the May 25th police killing of George Floyd, and the resulting days of protests in America
How to Pitch New CX Initiatives & Overcome Objections of Decision-Makers
Getting Decision-Makers to Approve New Customer Experience Initiatives Has Rarely Been Easy Customer experience, a business discipline late to the business doctrine party, has often been told to sit at the kids’ table and be
Keeping a Customer-Centric Culture During Social Distancing
It’s probably safe to say that few of our organizations, no matter how well-meaning, eased perfectly into these new routines of working from home and distancing ourselves physically from our workplaces, our colleagues, our teams
What CX Leaders Can Predict in a Crisis
It feels a little tricky to try to predict anything these days… but I’m going to ask you to try. Knowing how much uncertainty is out there, it can be tempting to throw up our
How to Keep Your Customer Experience Momentum
We are faced with unprecedented challenges. Not just our organizations, but our whole world. We toss around terms like social distancing and pandemic in ways we couldn’t have imagined a few short weeks or even
How to Use Imperfect Data to Deliver a Perfect Customer Experience
Customer experience solutions are readily available these days. There are robust platforms that promise a seamless journey for your customers. There are feedback tools to help you gather JUST the perfect, most meaningful insights. There
The “What’s Next” of Customer Journey Mapping
Customer journey mapping can be a powerful tool to truly understand your customers, innovate around new ways to serve them, and identify gaps in their journey. But, that’s only if the map is used as
[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
