Silo-smashing saves money for customer-centric organizations
Customer Experience Management (CXM) emphasizes that everything an organization does contributes to the customer experience. This includes the messages used across various...
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Unlock CX ROI: 5 easy wins
Customer Experience Management (CXM) emphasizes that everything an organization does contributes to the customer experience. This includes the messages used across various...
Six financial metrics in CX
Organizations often settle for NPS as a comprehensive assessment of customer satisfaction, but CX work is more complex. Linking CX efforts to...
Why is CX more important than ever, right now?
I meet daily with CX teams and CXOs with the business-critical responsibilities of realizing and implementing what is stamped in capital letters...
What’s the difference between Customer Journey Maps, Experience Maps, Service Blueprints – When to use what?
Customer Journey Maps use customer insights to learn how to create more value from a customer's perspective. But what about other types...
4 Steps to easily organize around the Customer Journey
I think you’ll agree when I say that most brands exist because there are customers that want, or need, what a brand...
