Experience Investigators by 360Connext
JUNE 8, 2021
A big trend for the future that I see is a focus on health and safety for customer experiences. It might be easy to dismiss that if you are in a business that serves other businesses instead of individual consumers. How to Act on Customer Experience Clues. Future State Customer Journey Mapping.
Customer Bliss
MARCH 8, 2018
I found it interesting to hear that Charlotte took this approach, especially considering that more articles are being written about integrating marketing and customer service. Formalize Customer Research and Build a Customer Journey Map.
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Experience Matters
JANUARY 6, 2015
Although I published 13 CX trends for 2013 and 14 CX trends for 2014 , I decided that 15 trends for 2015 would be too many to track. Given the value of customer insights, many firms will invest in major renovations to these efforts this year. Customer Journey Deliberations. 5) What will make the customer happy?
CX Journey
APRIL 7, 2015
Image courtesy of dsearls Today''s post is a modified version of a post I originally wrote for Confirmit in March 2013. What steps are you taking to create a single view of the customer so that you can deliver a more-personalized customer experience? How do we achieve that single view of the customer? Don’t worry!
Experience Matters
JANUARY 20, 2015
These efforts include establishing a firm-wide governance model and measurement scorecard, implementing a closed-loop voice of the customer program, incorporating customer journey mapping to uncover moments of truth, and engaging employees through training, client-driven CX recognition programs, and an employee ambassador program.
Kerry Bodine
JULY 31, 2018
I initially published my thoughts on the relationship between these disciplines back in 2013 when I worked at Forrester—and watched with amusement as people debated my Venn diagrams for years to come. They’re from 2012/2013, but the content is still relevant: From User Experience to Customer Experience.
Storyminers
JULY 6, 2020
Arie’s industry specialties include: Financial Services, Credit Card, Consumer Lending, Retail, Internet, Telecommunications, and other services companies. He also offers guidance on the “customer experience pyramid,” which helps brands define the experiences that matter more and identify more powerful and innovative experiences.
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