customer experience

Why Do I Need Data in My Journey Maps?

Are you adding data to your journey maps?

Back in 2015, I wrote a post titled Hey! You Got Your Metrics in My Journey Map!In it, I advocated for mappers to add data to their journey maps. I wrote that... 
 

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6 Steps From Journey Maps to Outcomes

Did you know that journey maps are more than a tool?

 

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#CX Buzzwords or the Real Deal?

The customer experience profession has a lot of buzzwords.

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What Does the Future of #CX Look Like?

I'm already seeing it: people are starting to talk and write about customer experience trends for 2019. 
 
It's only the start of Q4! We haven't even made it through 2018 yet! Still lots of time to make things happen. (Right?!)
 
Regardless, I'm not big on talking about customer experience trends for the new year any more. I have in the past, but I gave up a couple years ago.
 
Why?
 
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Customer 360, Dreamforce 2018, The Langoliers, and a Wish

OK, weird title – but stay with me, promise it gets better and it is a great point on data use.
 
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NPS: How to start small and get quick results

If you’re (re)starting a Net Promoter program, you might be taking the first steps of a journey that will profoundly impact your organisation. And your career. 

NPS is still the most practical, effective and actionable approach to a great customer experience — which is one of the most effective paths to profit for any business.

Unfortunately, more than two-thirds of CX initiatives fail, according to CustomerThink. 

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Customer Experience and Customer Service: What's the Difference?

It's that time of year again...
 
This week, we are celebrating CX Day and Customer Service Week. I love that they land on the calendar at the same time, and yet, let's just keep adding to the confusion!
 
I've written about the differences before:
 
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Straight from the Horse's Mouth

I originally wrote today's post for CallidusCloud. It appeared on their blog on March 22, 2018.
 
Naysayers have been shouting "Surveys are dead!" from rooftops for a couple of years now. Well, they're not dead (yet), but companies are certainly looking for alternative approaches to customer and employee listening in light of the fact that survey burnout is a real problem.
 
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Three Pitfalls to Avoid with Artificial Intelligence in Customer Service

A few weeks ago, I did a webinar on using AI in customer service with my friends at ServiceNow.   It was very well received, and since then I got some questions about the content.   There was one slide that was the most di
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Telling Your Customer Stories through Journey Maps

Do you know the power of storytelling? And do you use it in your customer experience transformation efforts? 
 
Back in 2014, I wrote a post about a museum experience I had at the California Science Center in Los Angeles where a docent told stories about the exhibits and engaged the audience far more than detailed display placards ever could.
 
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