Ever wish you had a crystal ball to predict customer complaints and issues? While we don’t have a magic solution, we do have the power to predict more, prevent pain, and proactively create positive moments along the customer’s journey. There are ways to be proactive in customer experience that apply to almost every journey. There […]

”What’s the best way to learn CX, and what kind of certification should I get?” Customer Experience (CX) is bigger than a business degree, and there are so many learning options available. There is no one perfect approach. In this episode, Jeannie Walters shares what the focus of CX learning should be so you can […]

”What do you recommend to organizations who have customer pain points but do not have the necessary data? … How should someone representing CX pursue resolution of the pain points when facing limited data? And, should these pain points go unanswered or be addressed later when data maturity allows for it?” While it may be […]

”All the talk about a possible recession has those of use in the CX department a little worried about our job security. Is there anything we could be doing now to demonstrate how valuable we are to the company and encourage higher-ups to view our job as non-negotiable?” The work you are doing as a […]

”I’ve heard you say that customer experience (CX) can help an organization innovate, but CX seems really reactive. Can you share any ways to tie CX with innovation?” In this episode, Jeannie Walters shares some great examples of CX innovators and disruptors in response to this excellent question. You can connect innovation and stay ahead […]

”I’ve heard you talk about a Service Code as a tool for front-line customer service…what is it and how would I use one?” A Service Code defines what good customer service means in your organization for those front-line workers, from cashiers to contact center agents to those going out on house calls. It connects training […]

After we create a customer journey map, what’s the next step? How should we use it? When we are talking about customer journey maps, we are talking about everything from the customer’s point of view – not process maps or journeys by org chart. Journey mapping can enlighten you, shift your perspective and motivate you […]

”Are there guidelines for how much a small firm should spend in an area like CX?” In any client meeting, in any situation, you can almost always ask the question, “Yes, but how will this affect the budget?” Especially if you are a small business or in a growth stage, budgets and goals are very […]

If we align our customer experience to the goals and ambitions of the business, where do our customers fit into the strategy? Customer experience is exciting! Yet, when we start approaching customer experience thinking solely about making customers happy, we often don’t know where to invest our time, resources, and efforts in the right ways. […]

Better Customer Journeys Require Improving Your Customer Intelligence With Operational & Experiential Data In an ideal world, customer experience would be built, improved, reviewed, and evolved based on real-time intelligence. This intelligence would include customer feedback, operational measurements, and an overall understanding of the world and marketplace. Yet most of us don’t live in this […]