CX Accelerator
NOVEMBER 11, 2022
From a character perspective, it requires empathy – the exercise is about walking in your customer’s shoes and trying to understand not just what they were doing at each touchpoint but thinking and feeling as well. Empathy – the ability to put yourself in another person’s shoes – is a necessary trait for CX Designers.
Execs In The Know
APRIL 8, 2024
According to a recent poll by Forrester , 44% of businesses don’t even measure the experience behind a customer journey (instead analyzing CX at the touchpoint level). And our impromptu event poll isn’t alone in this data.
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ECXO
MAY 11, 2023
Create a customer journey map – develop a customer journey map that identifies all touchpoints in the customer journey and analyses each interaction to gain a holistic understanding of what customers go through. Leading by example – Ericsson and DHL These steps above are crucial to make a success of your CX transformation.
SurveySensum
SEPTEMBER 14, 2020
Due to the COVID outbreak, digital transformation that was forecasted to happen in the next 5 years took place in just one, says Freshworks. . Which is why Digital CX Transformation is required. The businesses that were in the digital CX transformation phase have fast-forwarded their progress.
CX Journey
AUGUST 13, 2015
Image courtesy of Culture Republic Today's post is a modified version of a post I originally published on Touchpoint Dashboard's blog on March 9, 2015. Creating a customer journey map is an important first step when it comes to your customer experience transformation. Next, bring the maps to life by infusing the voice of the customer.
CX Journey
SEPTEMBER 19, 2017
Last week, I wrote about the session I hosted for Quadient's 2nd CX Transformation Day. Second, and probably more importantly, the touchpoint doesn’t operate in isolation. Image courtesy of Pixabay Get the journey mapping process right, and you'll reap the rewards for a long time to come! are also involved in the experience.
Lumoa
JANUARY 9, 2018
CX transformation is no longer a nice-to-have, it's a necessity” – concludes Forrester , one of the most influential research and advisory firms in the world. Also, companies really need to transform their structures to reflect customer centricity. Let’s think in customer touchpoints instead. Don’t underestimate culture.
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