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❔”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,
❔”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
❔”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
❔”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
❔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
❔”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
❔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
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
❔How do we link all the areas in our organization together for a better customer experience? How do we really become customer-centric? ❔ When discussing customer experience, we often start with tactics (surveys, data collection,
Our job as CX Leaders is to be honest, proactive, and intentional about changes to customer experiences. Tune in to Experience Action!
The 3 Biggest Areas of Potential ROI and How to Invest Strategically to Maximize Results
