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If you’ve attended any of my live sessions or read earlier articles, you may know that I believe there are three important facets to any customer experience program: Mindset Strategy Business Discipline If you’re just
Are you measuring, or just calculating? We’ve all been there. We’ve watched as a presenter, equipped with incredible data and very good intentions, points to numbers on a screen or in a document. You see
Leaders come to me with similar challenges again and again when it comes to customer experience. They are often assigned a CX leadership role without much more than a vague job description and audacious goals
I don’t really have a problem with the fact large organizations need departments, divisions or even small companies. It’s the way they speak of it that bothers me.
Your CEO understands how important customer experience is to the success of your organization. They invest in resources to provide great experiences because they understand the immense return they get on those investments, right? If
It’s time to wrap up another year. 2021 was another strange, unpredictable, not-quite-back-to-normal trip. When it came to customer experience, leaders dealt with all sorts of changes and challenges. The introduction of vaccines led to
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
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
Creating customer personas is an important part of any customer journey mapping exercise or really any customer experience management program. But what are they, really? How are they created? And how can you overcome the
“Success is the sum of small efforts, repeated day in and day out.” – Robert Collier What are Micromoments? In any customer journey, there are countless small efforts. These include efforts from the company serving
