Bill Quiseng

NOVEMBER 1, 2023

Many CX professionals have advocated CX as strategies that explain customer journey mapping, the Peak End Rule, or innovative speed technologies among others. And they’ve done it so often for so long that “CX” has been the traditional term for many business leaders. Why only three?

CX 97

CX CXM Customer Journey Map Sports 97

Experience Investigators

JULY 6, 2021

Customer experience (CX) programs often begin with an idea and a dash of sincere enthusiasm…and little else. To arrive at real outcomes, CX programs depend on cross-functional leadership to turn words and ideas into actions. A Customer Experience Charter can answer that question. Who Needs to Approve?

CX 130

CX Net Promoter Score Government NPS 130

ClearAction

JANUARY 6, 2021

Another interesting thing about this list of obvious CX excellence needs is it’s not necessarily in the average customer experience manager’s scope of control or influence. Similar disagreement would occur with the idea that your employee experience equals HR’s resolution of your complaints.

Customer Experience 77

Customer Experience Net Promoter Score VOC Key Driver Analysis 77

Lumoa

JUNE 9, 2020

Consequently, having a rock-solid CX strategy is more important than ever before. A clear CX strategy will help you stand out from the big crowd and ensure customers don’t churn because of ineffective purchase processes and bad experiences. One of the best ways is to create a company-wide customer journey map.

Customer Experience 83

Customer Experience Customer Feedback Manufacturing Start-ups 83

CX Accelerator

FEBRUARY 2, 2020

If one of them came to me and asked, “Uncle Jeremy, I’d sure love to follow in your footsteps and pursue a career in customer experience (CX). While there are more and more schools offering degrees in customer experience or customer experience management, what if their school of choice does not?

Customer Experience 320

Customer Experience Business Administration Customer Journey Map CX 320

CX Accelerator

FEBRUARY 2, 2020

If one of them came to me and asked, “Uncle Jeremy, I’d sure love to follow in your footsteps and pursue a career in customer experience (CX). While there are more and more schools offering degrees in customer experience or customer experience management, what if their school of choice does not?

Customer Experience 182

Customer Experience Business Administration Customer Journey Map CX 182

ClearAction

OCTOBER 2, 2017

Think of customer experience management as a flow (not pillars!). Adapt this verbal technique to the way you present voice-of-the-customer. Adapt this verbal technique to the way you present voice-of-the-customer. Think of yourself as coach of a sports team to draw inspiration for your storytelling role.

Customer Experience 78

Customer Experience Voice of the Customer Customer Journey Map Sports 78