CX Perspectives
What is Journey Mapping?
Although we have published more than 130 articles on customer experience, we still have not dedicated an article to journey mapping. Journey mapping is the most widely recognized customer experience…
End to End Customer Experience – How to Get it Right
When we think of travel, we often think of the flight experience. But the end to end customer experience is complex, and includes all modes of transportation that get you…
How to make work at home work?
Post-COVID employee experience is a top priority of every HR executive. Most executives I know are losing sleep over this piece of organizational culture. Their challenge is to design the…
What is Customer Experience Transformation?
To meet the needs of the empowered 21st Century consumer, most companies, especially larger enterprises, need to embark on a customer experience transformation. Imagine a car manufacturer that does not…
What is the Real Cost of Employee Experience?
There are two types of leaders (and organizational cultures) that stand to benefit most from improving employee experience. The first kind have 40% or higher turnover and think their frontline…
2021 Customer Loyalty Strategy – Relationships over Transactions
According to the Salesforce Connected Customer Report, 90% of consumers expect companies to clearly demonstrate their values and 66% expect brands to demonstrate empathy. In other words, when thinking about…
