Learn How to

Align Organizational Vision & Goals

Featured Guide

CX Charter Guidebook

In this guidebook, we’ll look at six key components of a CX charter so you can begin developing your own charter with your CX Team.

[Linkedin Learning] Customer Experience: Service Blueprinting

Blueprinting helps you plan the customer’s journey and the employees, processes, and activities to support that journey. This course covers the steps to creating a blueprint for exceptional customer service. Jeannie Walters describes how to gather feedback and data, map customer and employee actions, and hold a workshop session to find solutions to pain points and validate your findings. Disclosure: This item uses an affiliate link to Linkedin Learning.

omnichannel

3 Ways the Best Brands Do Omnichannel Right

Have you had enough of the term omnichannel? It blasted into our vocabulary a few years ago, shoving out multichannel as the preferred ubiquitous business speak of our time. Omnichannel paints a picture of an

marketing

5 Reasons Your Marketing Needs Human Evaluation

Jeannie Walters, speaker, writer and CEO of 360Connext, recently visited us at Hallmark and we had the opportunity to discuss the intricate weaving of the disciplines between marketing and customer experience. Jeannie and I share

best CX leaders

The Best CX Leaders ROCK at These 3 Things

For those of us who’ve studied CX for decades, seeing it featured as a “new topic” is a little jarring. It seems every business article now mentions the customer’s journey as if that’s a new

How to Know if Your CX Strategy Is Fake

I’m getting calls from very well-meaning business leaders lately. They are well-versed in many areas of business. Perhaps they were in marketing, or technology or operations. Or maybe they were responsible for the learning and

How Do Smart Leaders Create the Best Experiences?

In many ways, customer experience is still a new phenomenon. Ok that’s not really accurate, of course. Your customers have experiences with you, and judge their relationship with your brand based on how they feel

Are Your Employees Engaged to Tell You the Truth?

Surveying employees on satisfaction and engagement is not a new concept, but it’s getting a little more fanfare these days. Forward-looking leaders understand how important it is to have innovative, productive and engaged employees. More