Ian Williams
JUNE 25, 2019
In the previous blog, we spoke about the fact that the real benefit of Customer Journey Mapping comes from the pain points, the moments of truth, the wow opportunities and commercial opportunities generated by the exercise, and that these elements can potentially form the basis of transformation activity across the organisation.
Ian Williams
APRIL 29, 2016
Just over four years ago, I wrote a blog post called “ Who owns Customer Experience ?”. The purpose of the post was to attempt to establish the best ‘place’ within the business to ‘house’ the Customer Experience professionals. One tongue-in-cheek argument is to sack all of your customer experience professionals.
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Strativity
JULY 16, 2014
Strativity Group’s next Customer Experience Management (CEM) Certification program will be held in Orlando, FL., For professionals who are seeking a strategic framework for implementation, the program provides participants with a foundation in Customer Experience and CEM with a focus on: .
Chattermill
NOVEMBER 4, 2018
Whether it’s through automatically reading and classifying new support tickets, getting ahead of bad press, or discovering new business insights from unstructured data—Machine Learning stands to be a powerful tool the customer experience professional can integrate into their workflow. Text Analytics for Business Insights.
SurveySparrow
OCTOBER 25, 2019
A survey conducted for 100 customer experience professionals by Forrester, 58% of respondents said their organization drive customer experience innovation by watching what their competitors are doing. Customer Experience Strategy #25 Benefit from the right technology and tools.
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