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This is part three of a four-part series of posts about the components of a world-class CX function. I began last week with an overview of the structure. Since then I’ve posted on CX strategic alignment and your Voice of the Customer program. We come now to the action part of this series...
I'm obsessed with memory. I love the subject and discussing the behavioral sciences that explain it. Today, we decided to address memory and how crucial it is to enhance your customers' recollections of their experience with you. We discussed this concept on a recent podcast with guest...
In my first post examining the results of Limina’s recent study on the current state of UX design practices in organizations, I discussed the alignment of the published best practices with CXPA’s CX competency framework. In my second post , I discussed the relationship between UX and CX....
#CX Strategy #ExperienceDesignImprovementInnovation #2019
Patient Effort and Patient Experience_India Story_2019_Summary.pdf
In part 1 of my article examining Limina’s recent study on the current state of UX design practices, I discussed the alignment of their recommended best practices for a design-integrated organization with CXPA’s core competencies. But a key question remains that must be answered--what is the...
As Customer Experience Professionals, experience design and improvement is one of our core competencies. The CCXP Certification Exam Blueprint says that we must “establish and follow a well-defined design process each time an experience is created or changed, as well as use iterative...
I’ve interviewed about twenty CX pros this year, as we work our way up to 100 interviews exploring the current state of CX as a discipline. What I’m finding is that the massive nature of the end-to-end customer experience makes for some daunting challenges. CX is the totality of all...
Customer Journey Mapping is a popular tool that helps an organization understand the full spectrum of a customer’s experience and uncover experience strengths and gaps along the way. There are a few different ways an organization can develop a customer journey map. One approach is to conduct...
Do we Mine the Gap or Mind It? Ever wonder why there is such a gap between all the hard work you do in getting your Voice of the Customer and Net Promoter Scores to yield a documented result? You have a veritable wealth of verbatim, Moments of Truth, customer feedback, a trove of CSAT data...
Customer experience silos are kryptonite, weakening your super-friendly staff, touch-points and designs. Smooth customer experiences require silo-solving across the customer journey. If your company wants to become a customer experience super-power, standing out in your industry and reaping...
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