customer experience

My Good-ish Experience

I rented some movies so that I could watch them over the Christmas break. This didn’t work out with two movies. In the midst of watching these issues cropped up. And the screen advised me to contact Amazon Customer Support. So I did.

Munich, 25th Jan  2019 - Customer Experience is the heartbeat of every business. However, there is still a negative perception around customer service - within businesses and amongst customers alike. Futurelab and infinIT.cx have joined forces to change this and to show the value of customer experience.

What was on the minds of CX professionals in 2018?

And, most importantly, what does it mean for 2019?  That has yet to be determined, but "execution" and "results" are two words I'd like to see more of this year!

It's fun to see what was interesting for you - my audience - to read in 2018. I shared 58 blog posts (that includes a few posts from guest authors) in 2018; here are the top eight (because 18 would be way too many!) posts, the most-read CX Journey™ posts, that I wrote last year.

I originally wrote today's post for CallidusCloud. It appeared on their blog on March 28, 2018.

Change is hard. But it’s even harder when you don’t have a clear sense of the outcome – and how you’ll achieve that outcome.

I originally wrote today's post for Clicktools. It appeared on their blog on March 26, 2018.

There are a lot of different ways to listen to customers and employees.

Let's put the "customer" into customer experience.

What does that mean?

If you’re a customer of any business on this planet, no surprise here, you know this: most companies are not really focusing on the customer and the customer experience. They might be giving it lip service, but that’s not the same as actually doing the work, understanding the customer, and designing a great customer experience as a result.

What is customer understanding? And how can you achieve it?

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... 
 

The customer experience profession has a lot of buzzwords.