Experience Matters

DECEMBER 15, 2015

With this post, I’m declaring 2016 “ The Year of Emotion.”. In the upcoming year, CX will continue to grow in importance for companies and an even larger number of organizations will begin their CX journeys. We agree and believe that customer experience is a reflection an organization’s culture and operating processes.

2016 91

2016 Customer Experience Customer Connectedness 2015 91

SuiteCX

JANUARY 2, 2017

As 2016 rapidly draws to a close, Customer Experience continues to be a “hot topic” on everyone’s agenda, but companies are having trouble making progress. The primary disconnects are how Customer Experience professionals present and communicate Customer Experience to the C Suite. Customer Insight.

2016 40

2016 Customer Journey Mapping Customer Insights Customer Satisfaction 40

SuiteCX

JANUARY 2, 2017

As 2016 rapidly draws to a close, Customer Experience continues to be a “hot topic” on everyone’s agenda, but companies are having trouble making progress. The primary disconnects are how Customer Experience professionals present and communicate Customer Experience to the C Suite. Customer Insight.

2016 40

2016 Customer Journey Mapping Customer Insights Customer Satisfaction 40

ijgolding

OCTOBER 3, 2016

As I continue to develop my Customer Experience Specialism around the globe, a number of questions are continually raised by the people I meet. Starting an organisations Customer Experience transformation is hard – something I have written about in the past.

Customer Centricity 105

Customer Centricity Customer Experience Chief Customer Officer Customer Journey 105

Kerry Bodine

OCTOBER 13, 2016

This three-step approach (which I like to call the “bow tie” method based on the graphic above) will ensure that you’ve found the right answers to your biggest customer questions—and guide you confidently into the process of making customer experience improvements.

Workshop 66

Workshop Customer Journey Mapping 2016 Financial 66

ProProfs Chat

DECEMBER 23, 2019

Are you just hearing or actively listening to what your customers are saying? Customer experience metrics have penetrated most organizations. So, the chances of your business relying on these insights are quite probable. It also benchmarks the customer experience against your brand promise.

Customer Centricity 96

Customer Centricity Customer Journey Mapping Customers Culture 96

Kerry Bodine

OCTOBER 13, 2016

This three-step approach (which I like to call the “bow tie” method based on the graphic above) will ensure that you’ve found the right answers to your biggest customer questions—and guide you confidently into the process of making customer experience improvements.

Workshop 48

Workshop Customer Journey Mapping 2016 Financial 48