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Do Something! Process Engineering in your CX program

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...

Nicholas Zeisler,CCXP's profile image

Blog Entry
How to Enhance Your Customer’s Memory of Their Experience

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...

Colin Shaw's profile image

Blog Entry
The Role of Design Thinking in the Design Process

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....

Ian Stokol,CCXP's profile image


Blog Entry
UX and CX – A Perfect Marriage

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...

Ian Stokol,CCXP's profile image

Blog Entry
Six Best Practices for Creating a Design-Integrated Organization

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...

Ian Stokol,CCXP's profile image

Blog Entry
When Eating the Elephant, Don’t Boil the Ocean

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...

Jim Tincher,CCXP's profile image

Blog Entry
Four Positive Side Effects of Customer Journey Mapping Sessions

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...

Aimee Lucas,CCXP's profile image

Blog Entry
Do we Mine the Gap or Mind It?

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...

Valerie Peck,CCXP's profile image