Designing and managing a customer experience initiative that serves
a vast organization is a significant undertaking. The scope and
importance of such programs warrant having a team with the
Customer information exists in nearly every functional area of
today’s companies. Attempting to seek out, evaluate and integrate
the relevant sources of customer information provides real value.
Customer experience initiatives begin with a solid strategy that is
aligned with the objectives of the business. This means it is
essential to have specific goals and plans in place for CX
Engaging various stakeholders and motivating them to act is a
common challenge among customer intelligence professionals. What
motivates people to take action? Action plans that motivate should
Having the right tools available will give you the best chance to
understand customer issues. The survey is no longer the only answer
to gain customer insight. Consider the following: Company Metrics...
We spend a lot of time talking about gathering insights from
current customers to understand what makes or breaks their key
experiences with our companies. Retention and growth of
A customer journey map is a visual representation of the ways in
which a customer interacts with a company, a product, or service.
Here are some reasons to use a Journey Map: To set the foundation