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Customer Experience, Customer Experience Innovation, Customer Experience Management, Customer Experience Strategy, Featured, Journey Maps, Program and Project Management, Subscription Services, Voice of the Customer

How to Maximize Customer Experience with Journey Maps – and Why So Many Companies Don’t

Mar 23, 2020
by Jeff Lewandowski
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Lots of companies now use journey maps to understand and improve the customer experience. Problem is, they don’t use them very well.   Analysts have documented this problem for years. For example, Forrester Research CX expert Joana van den Brink-Quintanilha says one common mistake is not doing...

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Customer Experience, Customer Experience Innovation, Customer Experience Management, Featured, Personas, Program and Project Management, Strategy, Subscription Services, Voice of the Customer

How Blockchain is shaping Customer Experience

Feb 12, 2018
by Tim Carrigan
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2017 was a year that ushered in several new words into our vocabulary … fake news, fidget spinners, and of course … Bitcoin. While we will intentionally avoid discussion on fake news, Bitcoin and other crypto-currencies definitely have our attention. We’ve been fortunate enough to...

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Customer Experience, Customer Experience Management, Featured, Journey Maps, Personas, Program and Project Management, Strategy, Subscription Services

Rally around Personas and Journey Maps to Put Customers First

Jul 07, 2016
by Andy Mattox
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Is your marketing making promises that your customer experience (CX) doesn’t deliver? Aligning your CX, brand and marketing is an effective way to differentiate your business from the majority that send mixed messages. That dissonance confuses and frustrates customers.   Departmental silos are a major culprit, according...

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Customer Experience, Customer Experience Innovation, Customer Experience Management, Customer Experience Strategy, Featured, Program and Project Management, Strategy, Subscription Services, Voice of the Customer

Understanding Common Critical Aspects Of A Customer Experience Organization

Dec 15, 2014
by Tim Carrigan
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“Yes, but don’t we need a team for that? What does that team look like?” I was talking to an executive recently about customer experience when she posed that question. The answer was not one that could be quickly provided. It depends deeply on the...

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