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Your 2024 Customer Experience Plan: Strategies, Videos, & Resources for More Confident Planning

The past few years brought remarkable change to how organizations can — and should — fulfill their customer needs. Today’s customers expect highly personalized experiences, ...

Customer Experience: 9 Ways to Take Action

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

How Storytelling Can Super-Power CX

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

The 3 Commitments of Customer Experience

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

5 Things Great CEOs Understand About Customer Experience

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

[LinkedIn Learning] Customer Experience: Journey Mapping

Certified Customer Experience Professional (CCXP) Jeannie Walters shows how to set up a customer journey mapping program for success, introduces tools and techniques to execute the journey mapping process, and explains how to go deeper to test your understanding and take action.

3 Customer Experience Ideas for 2022

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

How to be a Change Agent at Your Organization

What Does a Customer Experience Professional Do? Customer experience professionals have many different titles and many different job descriptions. There are CX leaders who focus primarily on customer insights, like Voice of the Customer programs.