CXDNA Update

What a Customer Touchpoint Is (and Why Customer Experience Leaders Should Care)

Experience Investigators by 360Connext

APRIL 2, 2024

Your relationship with customers is built one step at a time. Every interaction they have with your organization leaves an impression — and you want it to be a good one! ‘Touchpoints’ have been a hot topic for marketing, sales, and customer experience teams for decades. And for good reason! Each customer touchpoint is an opportunity to reinforce your brand value and engage customers in meaningful ways.

Touchpoint

Touchpoint Customer Journey Mapping Customer Experience Customer Journey

[Experience Action Podcast] CX Pulse Check – March 2024

Experience Investigators by 360Connext

MARCH 26, 2024

Unlock the future of customer experience as I, Jeannie Walters, team up with Greg Kihlström from the Agile brand to dissect the fascinating blend of strategy and technology that’s shaping how we interact with businesses today. Prepare to have your perspective radically shifted as we examine a bank’s strategy to merge in-person banking with digital tool education.

2024

2024 Banking Advertising ROI

[Experience Action Podcast] Balancing Policy with Personalized Experiences

Experience Investigators by 360Connext

MARCH 19, 2024

Struggling to balance strict company policies with the need for out-of-the-ordinary customer experiences? Fear not! As your guide, Jeannie Walters lays out the roadmap for customer experience leaders to find that sweet spot. In this episode, we tackle a quandary presented by a CX leader looking for ways to empower her team to navigate the tricky terrain where unique customer needs clash with the rulebook.

Roadmap

Roadmap Culture Leadership Books

[Experience Action Podcast] Those Needy Customers!!

Experience Investigators by 360Connext

MARCH 5, 2024

Ever felt like you’re walking a tightrope trying to satisfy high-maintenance clients while keeping your team’s spirits high? You’re not alone, and in this episode, we’re tackling that very challenge. Prepare to unlock the secrets of preempting client anxiety with proactive communication, and discover how a Customer Experience Mission Statement can become your North Star, guiding every client interaction to reflect your company’s core values.

Customer Journey

Customer Journey Customers Communication Insights

Why Customer Experience Success Requires A Great Employee Experience

Experience Investigators by 360Connext

MARCH 5, 2024

There is an undeniable link between the customer experience (CX) and the employee experience (EX). But don’t just take my word for it: Engaged employees are proven to create better customer experiences. When organizations improve employee satisfaction, they also improve customer satisfaction. C-Suite leaders say employee experience is the top priority when thinking about customer experience.

Employee Experience

Employee Experience Customer Experience Net Promoter Score Customer Journey Mapping

[Experience Action Podcast] CX Pulse Check – February 2024

Experience Investigators by 360Connext

FEBRUARY 27, 2024

Discover the transformative power of AI in shaping customer experiences as Maria Villablanca, CEO of the Future Insights Network, joins us to break down the evolving relationship between supply chain management and customer satisfaction. As we navigate the era of ‘machine customers,’ we need to understand how our businesses can adapt to meet the demands of an audience that expects instant gratification.

2024

2024 Leadership Customer Satisfaction Insights

[Experience Action Podcast] Navigating Customer Expectations: Strategies to Weather the Storm and Excel in CX

Experience Investigators by 360Connext

FEBRUARY 13, 2024

Ready to navigate the choppy waters of customer expectations? Take a seat with Jeannie Walters as we chart a course through the complex seas of customer experience management challenges. In this episode of Experience Action, we tackle the pressing issue of meeting and exceeding client expectations, even when industry woes like staff shortages and technology hiccups threaten to sink our ships.

Customer Expectations

Customer Expectations Customer Experience Management Loyalty Technology

[Experience Action Podcast] Right and Wrong Ways to Use AI in CX

Experience Investigators by 360Connext

FEBRUARY 6, 2024

Explore the horizon where artificial intelligence meets human touch in customer experiences with our host, Jeannie Walters. We’re traversing the fine line between the innovative prowess of AI and the essential need for empathy in customer service. Get ready to unlock the secrets of AI that don’t just streamline processes but fundamentally enhance the quality of customer interactions.

Innovation

Innovation Customer Relationships Interaction Brands

The Spectrum of Data-Driven CX (And Why There’s No Magic Metric)

Experience Investigators by 360Connext

FEBRUARY 6, 2024

Every team at an organization must prove how their work contributes to the bottom line — and customer experience is no exception. We know CX teams can deliver significant business advantages: Satisfied customers are much more likely to purchase more Revenue grows 40% faster by providing personalized experiences Businesses achieve a 2.3x higher customer lifetime value by prioritizing CX Now comes the tricky part: How can we connect day-to-day activities and specific investments to those undeniabl

Metrics

Metrics Net Promoter Score NPS Effort Score

[Experience Action Podcast] What Influences All Leaders To Care About Customer Experience?

Experience Investigators by 360Connext

JANUARY 16, 2024

Could transforming your organization into a customer-first powerhouse be the key to unlocking unprecedented growth and loyalty? On this episode of Experience Action, Jeannie Walters engages with a truly insightful listener question, exploring how to permeate a customer-first mindset throughout every leadership tier. She dissects the vital necessity for senior leadership’s committed involvement and its ripple effect on a company’s success.

Customer Experience

Customer Experience Leadership Customer Journey Loyalty

[Experience Action Podcast] What is the Value of Customer Feedback?

Experience Investigators by 360Connext

JANUARY 9, 2024

Ever wondered why negative customer feedback, as prickly as it can be, might actually be the secret weapon to your business’s success? In this episode, our host, Jeannie Walters, peels back the layers of this complex but vital aspect of customer experience management. We dive into the heart of the matter, debunking the myth that only positive feedback should get the spotlight.

Feedback

Feedback Culture Innovation Customer Experience Management

[Experience Action Podcast] 5 Must-Do’s to End the Year Strong

Experience Investigators by 360Connext

DECEMBER 12, 2023

Are you ready to end the year with gusto, and enter the next with a customer-centered game plan? This special episode will guide you through five essential actions every customer-focused leader must take to finish the year strong. Join me, Jeannie Walters, as we reflect on the highs, lows, and even the whimsical customer requests of the past year. We’ll discuss how to gather, categorize, and utilize feedback to identify areas of improvement and celebrate successes.

Customer Focused

Customer Focused Feedback Customer Experience Customers

[LinkedIn Learning] Customer Experience (CX) Trends

Experience Investigators by 360Connext

DECEMBER 11, 2023

If you’re looking to stay up to date with customer experience (CX) trends, CX expert Jeannie Walters has you covered. Join Jeannie in this short, approachable course on the biggest, most important new trends in the ever-evolving field of CX. Keep your CX knowledge current and relevant by exploring topics like customer journey mapping, employee experience, cutting-edge CX tools, and how to skillfully—and ethically—use AI in CX projects.

Customer Journey Mapping

Customer Journey Mapping Customer Experience Customer Journey Employee Experience

[Experience Action Podcast] Balancing Humans and AI in CX

Experience Investigators by 360Connext

DECEMBER 5, 2023

Are you ready to uncover the secret to balancing human touch with the scalability of Artificial Intelligence (AI) in Customer Experience (CX)? Tune in and join Jeannie Walters on an insightful journey that takes us to the meeting point of tech and touch, where we examine the delicate dance between personalization and privacy. As we embark on this exploration, we draw inspiration from the likes of Amazon, Chewy, and Zappos, giants who have successfully integrated AI to create a human-centered exp

Customer Relationships

Customer Relationships Insights Technology Customer Experience

[Experience Action Podcast] Getting Part-Time Employees to Embrace CX

Experience Investigators by 360Connext

NOVEMBER 7, 2023

Are your part-time employees delivering the customer experience you want? They can be! In this episode, Jeannie Walters shares actionable strategies to help your part-time workforce understand the importance of a top-notch customer experience. From fostering a culture of customer feedback to implementing a Service Code, she guides you through the process of aligning your customer service with your overall customer experience mission.

Culture

Culture Feedback Customer Experience Customer Service

The Psychology Behind Customer Retention and Loyalty

Experience Investigators by 360Connext

NOVEMBER 7, 2023

When working to grow their business and revenue, companies often focus most (if not all) of their resources on attracting new customers. The problem, however, is those efforts are wasted if the new connections don’t stick. Customers expect (and deserve!) personalized, convenient, and fulfilling experiences. If a customer tries a new brand that fails to deliver on their needs—especially during the earliest interactions—they have little reason to support it.

Customer Retention

Customer Retention Loyalty Loyalty Programs Social Media

[Experience Action Podcast] Customer Experience VS. Member Experience

Experience Investigators by 360Connext

OCTOBER 17, 2023

”Are there differences in how to approach member experience versus customer experience?” Are you ready to define what customer experience success means for a nonprofit organization, association, or even a professional development organization? In this enlightening episode, Jeannie Walters places a spotlight on customer experience (CX) in member-based organizations and shows how you can use best practices and tools from the CX toolkit.

Customer Experience

Customer Experience Customers Engagement Connections

How to Gain Leadership Buy-In for Customer Experience: A Guide for CX Change Agents

Experience Investigators by 360Connext

OCTOBER 17, 2023

I speak with customer experience professionals every day. Some of them have fancy, customer-focused titles like Chief Customer Officer or Vice President of Customer Experience. Others have more common org chart regulars, like Chief Marketing Officer or Voice fo the Customer (VoC) Director. The one thing they all have in common? A desire to focus on listening to customers, doing right by them, and getting their organizations on board with the many, many benefits of a strategic customer experience

Leadership

Leadership Customer Experience Customer Centricity Net Promoter Score

[Experience Action Podcast] Acting on Negative Feedback

Experience Investigators by 360Connext

OCTOBER 10, 2023

Ever feel like your customer feedback is being dismissed or ignored? Can negative comments be transformed into something that propels growth and change? In our latest episode, we tackle these questions and more. Discover how creating an effective action plan, gaining support from leaders and teams, and utilizing technology can transform negative feedback into actionable tasks.

Feedback

Feedback Communication Insights Technology

[YouTube] How to Overcome 2023 Business Challenges with Innovative CX

Experience Investigators by 360Connext

SEPTEMBER 29, 2023

This year, business leaders face many challenges that can best be described as "stubborn." Labor shortages, supply chain disruptions, and inflation are just.

Innovation

Innovation 2023

[Experience Action Podcast] CX Pulse Check

Experience Investigators by 360Connext

SEPTEMBER 26, 2023

What’s going on right now in Customer Experience (CX)? We’re doing something a little different, a little new in this Experience Action episode. This CX Pulse Check is your ticket to understanding the customer experience economy today, so you can plan for future success! You’ll come away from this episode knowing more about how to leverage behavioral data and technology to create personalized, efficient experiences, and more.

Loyalty

Loyalty Article Technology Customer Experience

[Experience Action Podcast] Prioritizing with a CX Charter

Experience Investigators by 360Connext

SEPTEMBER 19, 2023

”How does the CX Charter address potential conflicts or challenges? And, does it provide guidelines for resolution that prioritizes the customer’s experience?” A Customer Experience (CX) Charter is a document to help your team deliver results more efficiently and effectively. It helps ensure you’re all on the same page (pun intended).

Document

Document Customer Experience Customers Customer Centricity

7 Common Mistakes CX Leaders Make (And How To Avoid Them!)

Experience Investigators by 360Connext

SEPTEMBER 19, 2023

Whether you’re new to customer experience management or a seasoned leader, it can feel challenging to know where to prioritize your time and resources, can’t it?! There is a lot of area to cover when designing better customer experiences. It’s understandable for CX leaders to want to address everything, everywhere, all at once. Along the way, however, we’re bound to spread ourselves too thin and lose sight of our greater customer experience vision (myself included!).

Net Promoter Score

Net Promoter Score Customer Journey Feedback Metrics

We Want To Be Customer-Centric: Now What!?

Experience Investigators by 360Connext

SEPTEMBER 5, 2023

“We are dedicated to becoming a customer-centric company.” This is how the conversation started. So I asked, “What does that mean?” The business leader proudly walked up to the whiteboard, and drew this: And that’s the challenge. HOW exactly does a standard organization, built on the gospel of sales and customer acquisition, become customer-centric?

Customer Centricity

Customer Centricity Customer Journey Mapping Connections Feedback

[Experience Action Podcast] Focus Groups and Feedback

Experience Investigators by 360Connext

SEPTEMBER 5, 2023

”My organization is looking at starting focus groups or other avenues to bring in more of the customer experience perspective. What are your recommendations for getting started? How do we decide who to include? What other things should we consider? I’d love to hear your feedback.” Traditional focus groups have been popular for gathering real-time customer feedback for decades.

Feedback

Feedback Insights Customer Experience Connections

[Experience Action Podcast] Customer Service vs Customer Experience

Experience Investigators by 360Connext

AUGUST 29, 2023

❔"I love how you discuss the difference between customer service and customer experience. I work with people who really believe they understand customer service so there's nothing to worry about. How do I get them to see that we should focus on customer experience, not just customer service?"❔We.

Customer Service

Customer Service Customer Experience Customers Customer Centricity

[Experience Action Podcast] Find Your CX Budget

Experience Investigators by 360Connext

AUGUST 15, 2023

❔"How do you find the budget for customer experience initiatives, and who owns it? And how do other companies do this?"❔Customer experience is not just a 'nice to have,' even though that's how it's viewed in many organizations. It really is a must-have in today's competitive, digital world. Custo.

Customer Experience

Customer Experience Customers

[Linkedin Learning] Customer Experience (CX) Foundations

Experience Investigators by 360Connext

JULY 27, 2023

Certified Customer Experience Professional (CCXP) Jeannie Walters outlines foundational skills in key CX areas, like how to: identify your organization’s strategic vision for your customers; leverage tools, best practices, and techniques to deliver on your CX vision; achieve competitive advantage with superior customer experience. Disclosure: This item uses an affiliate link to Linkedin Learning.

Customer Experience

Customer Experience Competitive Advantage Customer Experience Professionals Customers

[Experience Action Podcast] Employee Experience ROI

Experience Investigators by 360Connext

JULY 25, 2023

❔"My employee experience team is on the right track, and I'm really excited about the progress we are making. I want to ensure we can continue our projects, but I'm concerned about the company budget. Do you have any tips for approaching this and staying ahead?"❔The employee experience and the cu.

Employee Experience

Employee Experience ROI Customer Centricity Culture

Reinvigorate Your Customer Experience Plan: A Mid-Year Review and Refocus for CX Professionals

Experience Investigators by 360Connext

JULY 7, 2023

In this webinar replay, you’ll discover: How to tell if your CX goals were reasonable and set up properly to achieve success 5 questions you can use to ensure that other leaders within your organization understand – and appreciate – what you’re trying to accomplish An easier way to ensure that everyone in your organization understands CX – and buys into their unique role in delivering excellence Whether you’re gathering the right feedback for the goals you’re trying to achieve

2023

2023 Webinar Customer Experience Feedback

How to Overcome Objections and Win Support for New Customer Experience (CX) Initiatives

Experience Investigators by 360Connext

JULY 7, 2023

How to Overcome Objections and Win Support for New Customer Experience (CX) Initiatives 9AM on Thursday, 7/13 Register Here In today’s uncertain business environment, some leaders are hesitant to invest in customer experience (CX) initiatives. But what if the decision-makers in your organization understood their top objections are actually reasons to support CX?

Customer Experience

Customer Experience Measurement Communication Customers

[Experience Action Podcast] More than NPS

Experience Investigators by 360Connext

JULY 11, 2023

❔"I represent CX in my organization. Although I try to be a change agent regarding the CX perspective, my organization continues to use NPS as a KPI (Key Performance Indicator) for the entire organization. What are your recommendations for promoting change in an organization where there is a high.

NPS

NPS Customer Centricity Culture Customers

Is Your Organization’s Customer Experience Success Intentional?

Experience Investigators by 360Connext

JULY 11, 2023

Organizations are increasingly recognizing the importance of delivering exceptional customer experiences. However, many customer experience (CX) initiatives fall short of achieving their desired outcomes due to a lack of proactive leadership and strategic planning. There needs to be a focus on intentional strategy, clear goals, effective communication, employee empowerment, and a commitment to continuous improvement. “We’re going to be customer-centric !

Customer Experience

Customer Experience Competitive Advantage Leadership Customer Centricity

[Experience Action Podcast] Shift Siloed CX To Connected CX [wp-svg-icons icon="new-tab" wrap="i"]

Experience Investigators by 360Connext

JUNE 20, 2023

❔"I work for a large company. We have several individuals that have CX in their title and are doing work, but it's siloed and not connected. Each person has a journey that applies to their own perspective. How can we become better connected?" ❔This is something that a lot of customer experience l.

Connections

Connections Customer Experience Customers

[Experience Action Podcast] Step into CX Leadership [wp-svg-icons icon="new-tab" wrap="i"]

Experience Investigators by 360Connext

JUNE 6, 2023

❔"I find myself in operations, and I keep helping other departments with their CX. I'm looking to join another company where their CX strategy isn't that solid yet, and I want to place myself in a position to run that for them. I've learned a lot, and I know I can learn a lot more. What's the bes.

Leadership

[Experience Action Podcast] Get that CX Job! [wp-svg-icons icon="new-tab" wrap="i"]

Experience Investigators by 360Connext

MAY 23, 2023

[Experience Action Podcast] Getting Data Right [wp-svg-icons icon="new-tab" wrap="i"]

Experience Investigators by 360Connext

MAY 9, 2023

The post [Experience Action Podcast] Getting Data Right [wp-svg-icons icon="new-tab" wrap="i"] appeared first on Experience Investigators.

[Experience Action Podcast] Starbucks CEO in the Store [wp-svg-icons icon="new-tab" wrap="i"]

Experience Investigators by 360Connext

MAY 2, 2023

The post [Experience Action Podcast] Starbucks CEO in the Store [wp-svg-icons icon="new-tab" wrap="i"] appeared first on Experience Investigators.

Connections

Connections Customer Centricity Culture Customers

[Experience Action Podcast] Innovate with CX [wp-svg-icons icon="new-tab" wrap="i"]

Experience Investigators by 360Connext

APRIL 18, 2023

The post [Experience Action Podcast] Innovate with CX [wp-svg-icons icon="new-tab" wrap="i"] appeared first on Experience Investigators.

Innovation

Innovation Connections Customers

Your 2023 Customer Experience Plan: Strategies, Videos, & Resources

Experience Investigators by 360Connext

JANUARY 10, 2023

What would success look like in a year? Let’s imagine a year from today…. Customers are happier than they’ve ever been , and you know that because their feedback shows it. Employees are engaged in not just the idea of customer experience , but in their role as an important part of it. Leaders are working closely across the organization for the goals around a seamless, constantly improving customer journey.

2023

2023 Customer Journey Mapping Customer Experience Customer Journey

Welcome

Experience Investigators by 360Connext

DECEMBER 9, 2022

Welcome to WordPress. This is your first post. Edit or delete it, then start writing! The post Welcome appeared first on Experience Investigators.

5 Things Great CEOs Understand About Customer Experience

Experience Investigators by 360Connext

FEBRUARY 1, 2022

Your CEO understands how important customer experience is to the success of your organization. They invest in resources to provide great experiences because they understand the immense return they get on those investments, right? . If this describes your organization, I hope you know how fortunate you are. I talk to customer experience leaders every week who share how they might have heard talk about how important customer experience is for their organization, but they rarely see the action to b

Customer Experience

Customer Experience Net Promoter Score Reference 2022

CX Education for Employees: Why it Matters & How to Develop Your Program

Experience Investigators by 360Connext

JANUARY 18, 2022

Why does Customer Experience Training Matter? It’s common for Customer Experience (CX) to be misunderstood as reactive customer service, support, or even ‘just being nice to customers.’ CX is much more than these, though. I like to define Customer Experience as: A mindset. A strategy. A business discipline. Customer experience is more than one area, product, service or person.

Culture

Culture Customer Centricity Customer Journey Feedback

3 Customer Experience Ideas for 2022

Experience Investigators by 360Connext

DECEMBER 14, 2021

It’s time to wrap up another year. 2021 was another strange, unpredictable, not-quite-back-to-normal trip. When it came to customer experience, leaders dealt with all sorts of changes and challenges. The introduction of vaccines led to some employees coming back to the office. And some swearing they’ll never return. Customers were able to pick out their produce again at the grocery store.

2022

2022 Customer Experience Airlines Customer Journey Mapping

Experience Investigators by 360Connext

What a Customer Touchpoint Is (and Why Customer Experience Leaders Should Care)

[Experience Action Podcast] CX Pulse Check – March 2024

Trending Sources

[Experience Action Podcast] Balancing Policy with Personalized Experiences

[Experience Action Podcast] Those Needy Customers!!

Why Customer Experience Success Requires A Great Employee Experience

[Experience Action Podcast] CX Pulse Check – February 2024

[Experience Action Podcast] Navigating Customer Expectations: Strategies to Weather the Storm and Excel in CX

[Experience Action Podcast] Right and Wrong Ways to Use AI in CX

The Spectrum of Data-Driven CX (And Why There’s No Magic Metric)

[Experience Action Podcast] What Influences All Leaders To Care About Customer Experience?

[Experience Action Podcast] What is the Value of Customer Feedback?

[Experience Action Podcast] 5 Must-Do’s to End the Year Strong

[LinkedIn Learning] Customer Experience (CX) Trends

[Experience Action Podcast] Balancing Humans and AI in CX

[Experience Action Podcast] Getting Part-Time Employees to Embrace CX

The Psychology Behind Customer Retention and Loyalty

[Experience Action Podcast] Customer Experience VS. Member Experience

How to Gain Leadership Buy-In for Customer Experience: A Guide for CX Change Agents

[Experience Action Podcast] Acting on Negative Feedback

[YouTube] How to Overcome 2023 Business Challenges with Innovative CX

[Experience Action Podcast] CX Pulse Check

[Experience Action Podcast] Prioritizing with a CX Charter

7 Common Mistakes CX Leaders Make (And How To Avoid Them!)

We Want To Be Customer-Centric: Now What!?

[Experience Action Podcast] Focus Groups and Feedback

[Experience Action Podcast] Customer Service vs Customer Experience

[Experience Action Podcast] Find Your CX Budget

[Linkedin Learning] Customer Experience (CX) Foundations

[Experience Action Podcast] Employee Experience ROI

Reinvigorate Your Customer Experience Plan: A Mid-Year Review and Refocus for CX Professionals

How to Overcome Objections and Win Support for New Customer Experience (CX) Initiatives

[Experience Action Podcast] More than NPS

Is Your Organization’s Customer Experience Success Intentional?

[Experience Action Podcast] Shift Siloed CX To Connected CX [wp-svg-icons icon="new-tab" wrap="i"]

[Experience Action Podcast] Step into CX Leadership [wp-svg-icons icon="new-tab" wrap="i"]

[Experience Action Podcast] Get that CX Job! [wp-svg-icons icon="new-tab" wrap="i"]

[Experience Action Podcast] Getting Data Right [wp-svg-icons icon="new-tab" wrap="i"]

[Experience Action Podcast] Starbucks CEO in the Store [wp-svg-icons icon="new-tab" wrap="i"]

[Experience Action Podcast] Innovate with CX [wp-svg-icons icon="new-tab" wrap="i"]

Your 2023 Customer Experience Plan: Strategies, Videos, & Resources

Welcome

5 Things Great CEOs Understand About Customer Experience

CX Education for Employees: Why it Matters & How to Develop Your Program

3 Customer Experience Ideas for 2022

Stay Connected