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Customer Experience Management Defined: How is it Different From CX?

Experience Investigators by 360Connext

What does Customer Experience Management Require? Governance and Discipline. None of this matters without Governance and Discipline. Are there any words LESS appealing than governance and discipline? Customer experience is supposed to be fun and focused on customers – do we really need to talk about governance?

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Getting Company Culture and Operations Right, and Keeping Them Right: What It Really Means to Be Stakeholder-Centric This Labor Day

Beyond Philosophy

A recent article on corporate customer-centricity by a prominent market research firm made the case for this type of culture as “the most effective way to meet customerschanging needs.” Customer-centricity, in short, is not pervasively ‘people first’. Michael Lowenstein, Ph.D., when making decisions.

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Three Keys to Effective Customer Journey Mapping

Michelli Experience

At a deeper level of training, the map must be placed in context to the business’s customer experience culture and strategic goals. For most organizations, we talk about activation as a part of customer experience governance. This basic level of explanation involves reading the map with all its icons and symbols.

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3 Questions To Guide Your “New Normal” Customer Experience Strategy

Kerry Bodine

You don’t have an X-ray machine to see how your competitors’ internal operations have changed, but you can decipher their decision-making by looking at one of the end results: the customer experience. How have our customers’ needs and expectations changed? We’ve all had to change our behaviors during the pandemic.

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Is Your Own Management Stalling Your Customer Experience Transformation?

CX Journey

First and foremost, you have to hire the right people (both management and individual contributors), i.e., those who fit your values and culture, a culture that should already be described as customer-centric. Changing the company's DNA is not a journey for one person to undertake; this is an organization-wide effort.

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Is Your Own Management Stalling Your Customer Experience Transformation?

CX Journey

First and foremost, you have to hire the right people (both management and individual contributors), i.e., those who fit your values and culture, a culture that should already be described as customer-centric. Changing the company's DNA is not a journey for one person to undertake; this is an organization-wide effort.

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New Company to Focus on Data Leadership and Literacy in the AI Era.

Forrester's Customer Insights

It’s no secret that many of the challenges in getting value from data and insights are rooted in the need for better data literacy, internal communication, and a stronger data culture. It’s even become the subject of an SNL-worthy (for us data people) satire online. This week, we saw a meaningful move at addressing data […]