CX: DIY or Bust?

Self-service and DIY. It’s a growing expectation among all of us and more and more prominent in our everyday lives. It’s no different in CX, where self-service / DIY Enterprise Feedback Management (EFM) platforms have become the norm. Many companies now have formal CX functions with adequate resources and expertise in order to manage and

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4 Steps to Designing a Listening Architecture

Those of us in the CX profession are lucky – our industry is hot. Why? Executives are increasingly choosing to embrace customer experience as a way they intend to differentiate in the marketplace. CX pros must lead the charge to bring a deep understanding of customers into their organizations to guide strategic CX decisions that

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We Can Be Are in Control of Our Destiny

The 5th Annual CX day celebration offers a good time to reflect on how our industry has and continues to evolve – and it is a reminder that we need to evolve with it. Some CX leaders are newer to the profession and are looking for practical advice on how to grow their skills and

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SPRINT: Launch a new service in 1 week…instead of 5 months

Week 1: Ten employees gather for a kickoff meeting set out to design a new internal process with the goal of ultimately improving the customer experience. The meeting is led by the organizer who gets limited engagement and participation from the other attendees. The topic is discussed broadly and action items are assigned to owners.

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4 ways to walk the brand talk: aligning promises and experiences

In our recent CX Leader podcast episode, Don’t let your brand make false promises, Steve Walker and I revisit the importance of aligning brand promises with actual customer experiences. We talk about what stuck with us from the webcast, make Peter Dixon‘s ears burn, and call out more evidence of how the momentum to align

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Getting the Most out of Customer Journey Maps

A roadmap is only beneficial if it helps you get to where you want to go. If streets are omitted or mismarked, the map impedes your ability to reach your destination. In essence, it loses its value. The same principles apply to a customer journey map. When the journey map clearly represents the full experience

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Is your journey map all process and no emotion?

Journey mapping is an excellent tool that organizations can leverage to depict customer experience. The goal of journey mapping is to learn what customers care about the most – from initial product awareness, all the way through renewal or repurchase. A key component of building a journey map is using employees and internal teams to

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Put the customer in your customer journey map

Mapping the customer journey is not complete—or valuable—without the customer. It’s true that journey maps are the product of internal, cross-functional teams joining together to think and act like customers, but all too often companies stop short of validating their journey map with actual customer input.   Depending on the situation and company, the methods

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Customer Experience: What It Looks Like When It Works

Customer experience has come of age. It is now commonly accepted as a key differentiator right alongside product innovation, service and price. A lot has been written on the challenges and failures of CX. In this post, I focus on where CX works best with a goal of sharing a couple ideas that we can

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Who Is Your CX Architect?

We all know that CX is so much more than deploying a customer satisfaction survey. However, many times an organization’s journey to launch CX starts with just that. What we chose to measure is typically based on who has requested – or insisted – there needs to be a survey. Maybe it’s your support organization,

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