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❔”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
Our job as CX Leaders is to be honest, proactive, and intentional about changes to customer experiences. Tune in to Experience Action!
