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❔”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
❔”Have you ever dealt with imposter syndrome, and how can I overcome it in the customer experience (CX) consulting world?”❔ While imposter syndrome isn’t a specific CX career issue, our host Jeannie knows it’s challenging
❔”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
❔Is it possible for a company to work on both customer experience and employee experience at the same time?❔ One of Jeannie’s core beliefs is that you can’t authentically deliver a great customer experience without
❔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,
Let’s get into some real-life examples of customer experience (CX) improvements in action! This week we’re focusing on a couple of constantly evolving industries: air travel and consumer packaged goods (CPG). Even if you are
