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Customer-Centric Culture Barriers and Ways to Address Them

“We believe in a customer-centric culture!” “Our values include putting the customer in the center of everything we do.” “We are committed to being customer-centric.” …

How to Build a Customer Experience Persona

Developing CX Personas: The Step Before Journey Mapping In my work consulting, training, and running workshops , one consistent theme I find is teams are super eager to begin the Customer Journey Mapping process. I

5 Ways to Optimize Your Customer Feedback Program

A customer experience leader’s role is often tied to collecting, analyzing and acting upon customer feedback. Many leaders are tasked with developing customer feedback programs, including how and when to send surveys, where to insert

How to Run an Effective Customer Experience Team Meeting

Cross-functional leadership is a key factor in leading any customer experience program. This often means creating a team of leaders who regularly meet to discuss priorities, resources and accountabilities that drive CX forward. These teams