5 Must-Have Elements for Customer Journey Maps
While each customer journey map is different, these 5 elements must be on every map.
5 Must-Have Elements for Customer Journey Maps Read More »
Customer Experience
Journey Map or Process Map? What’s the Difference?
Understand the difference between a customer journey map and a process map, and key elements of each.
Journey Map or Process Map? What’s the Difference? Read More »
Should Contact Center Leaders Create a Customer Journey Map?
Before you invest in creating a customer journey map, there are a few questions you should ask yourself.
Should Contact Center Leaders Create a Customer Journey Map? Read More »
Customer Support is an Investment, Not an Expense
When we treat customer support as a cost center rather than an investment in customer retention, we set in motion a long chain of consequences that ends in customer churn and lost revenue.
Customer Support is an Investment, Not an Expense Read More »
3 Reasons Customer Journey Maps Fail
Only 29% of customer journey maps are successful. Here’s how to ensure your customer journey mapping project delivers business value.
3 Reasons Customer Journey Maps Fail Read More »
5 Stakeholder Types CX Can’t Afford to Ignore
CX leaders must identify and manage 5 types of stakeholders to lead successful customer experience transformations.
5 Stakeholder Types CX Can’t Afford to Ignore Read More »
Stop Playing Whac-a-Mole with CX Pain Points
Instead of solving pain points and optimizing interactions, adopt a customer journey perspective to create the biggest business impact.
Stop Playing Whac-a-Mole with CX Pain Points Read More »
How to Measure the Customer Experience
With NPS survey response rates dropping into the single digits and customers who outright lie on them—or exhibit a “selective memory” when recalling facts and details—can you really expect to measure the customer experience?
How to Measure the Customer Experience Read More »
The Metrics Obsession that’s Killing the Customer Experience
We’re obsessed with metrics. We have a greater capability to measure business performance than ever before. But is the customer experience getting any better?
The Metrics Obsession that’s Killing the Customer Experience Read More »
CX is the Emotion Business: Why Emotional Intelligence is Crucial for Customer Experience Leaders
CX Leaders are in the business of understanding and managing emotions—in our customers, our colleagues, and ourselves. High emotional intelligence is critical for managing customer experiences and leading organizational change.