Experience Investigators by 360Connext
JUNE 8, 2021
That’s not how people work , and the more you can truly pay attention to their overall environment, the more successful you’ll be in finding and acting on those customer clues. How to Act on Customer Experience Clues. Future State Customer Journey Mapping. Who is the customer in one year or five?
SurveySparrow
JANUARY 28, 2020
SurveySparrow: You’ve worked with some recognizable companies in the past and then by the year 2013, you founded Heart of the Customer. What process do you go through to uncover and chart the customer journeys of your clients? Jim: Well, naturally, I think our book, How Hard Is It to Be Your Customer ? Great title!
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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. One of the most powerful forces inside an organization is clear feedback from customers, which is why so many organizations are building voice of the customer (VoC) programs. It’s a hot topic.
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.
Customer Bliss
APRIL 18, 2017
In 2013, she was recognized by The Manufacturing Institute, Deloitte, the University of Phoenix, and the Society of Manufacturing Engineers with the Women in Manufacturing STEP (Science, Technology, Engineering and Production) Award. Under her predecessors, there had been customer journey mapping and proactive driving.
Horizon CX
DECEMBER 31, 2018
Technologies applied to CX have rapidly accelerated and many of them are becoming more accessible due to lower barriers of entry. For example, viable and extremely capable Journey mapping software that previously required serious investment can now be obtained for a fraction of the cost. We just need to become more reasonable.
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