Books Culture Customer Centricity Customer Journey Mapping 
Experience Investigators by 360Connext
MARCH 12, 2018
That leader had an epiphany about customer-centric culture. If we focus on customers, we will be a better organization. And a few months later, people are rolling their eyes when a colleague says “remember how we’re supposed to be focused on the customer?” Once upon a time, there was a leader.
CSM Magazine
AUGUST 31, 2018
Many organizations are using customer journey mapping to understand and improve the experience of their customers. What is a Customer Journey Map? Customer Journey Maps are a visual representation of a customer’s relationship with your people, products, services and brand over time.
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SuiteCX
OCTOBER 22, 2015
While research has proven that a focus on improving customer experience directly impacts the bottom line, achieving the organizational and cultural change required to become fully customer-centric is not an easy process. It is critical to get all key departments aligned on your customer experience strategy.
Experience Investigators by 360Connext
JULY 28, 2020
The brands who create a habit of putting the customer first, defining success for both the organization and the customer, and developing best practices and business discipline around execution are the ones who can truly be customer-centric. Customer Experience Strategy Depends on the Right Mindset, Vision and Plan.
ijgolding
MARCH 20, 2018
This year, Ian Golding (that’s me), will officially become the author of a book. We’re a small company specialised in customer insights, CX consulting and training/change management. We work with organisations large and small to help them be more customer-centric. Customer Journey Mapping is underutilized.
ClearAction
SEPTEMBER 25, 2022
The CCXP exam has 100 multiple choice questions that are easier to answer when you have spent a few years in your career managing 5 areas: CX Strategy, Improvement & Design, Culture & Accountability, VoC & Intelligence, and Metrics & Analytics. Pulling together all of this, you create your customer experience strategy.
CSM Magazine
FEBRUARY 8, 2022
Areas including accessibility and inclusivity, personalisation, and the importance of a collaborative, customer-centric approach are all likely to be high on our agendas as we work toward delivering the multi-channel experience our customers deserve. A customer-centric approach to collaboration.
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