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Customer Experience Planning Questions for a Brighter Future
Listen to this article There are times when it’s important to pause, calibrate, and plan for what’s next. The end of the calendar year is a great time for this, but there are others: The
Customer Journey Mapping: Real-World Examples & Use Cases
Listen to this article Are Customer Journey Maps Really Necessary? My client had just returned from a presentation to her executive committee. She was defeated, and realized she made a misstep in trying to
7 Tips to Simplify & Improve Employee Journey Mapping
Listen to this article What is Employee Journey Mapping? If you’re familiar with customer journey mapping, then you may know more about employee journey mapping (EJM) than you realize. Employee journey mapping uses the same
An Introduction to Customer Journey Storyboarding
Listen to this article There’s something magical that happens in our brains when we draw. And yet many of us, myself included, don’t see ourselves as talented enough to draw outside of the occasional doodle
How to Turn Reactive Customer Experience into Proactive CX
Listen to this article Is Your Organization’s Customer Experience Proactive, or Reactive? Customer Experience is about designing the right experience, actively working to understand customer needs before they tell you, and supporting the backend processes and
What Is Customer Experience?
Listen to this article Customer experience is not always easy to define. In the early days, it was often described as the perception the customer had of your brand. Others define it as the buyer’s
Does CX Apply in Healthcare, Manufacturing, & Other Professional/B2B Industries?
Listen to this article “I Know Customer Experience is Important, But…” When I speak to groups or host our webinar series , I hear one thing over and over again. “I get it. Customer experience
4 C’s of CX Culture: How Well is Your Company Doing?
Listen to this article What is a Customer-First Culture, and Why is It Important? There are plenty of noble reasons for wanting to create great customer experiences. Each interaction a customer has with your brand
3 Employee Experience Touchpoints That Impact Customer Experience
Listen to this article Employee Experience is Critical, and Smart Organizations are Taking Notice Employee experience has been called “the new customer experience” and “the answer to customer experience” in more than one article. There
