CX Accelerator

NOVEMBER 11, 2022

The 8 skills required by any CX team are: Strategy. Customer Insights/Measurement/Analytics. Customer Journey Mapping. In this role, you want someone who is naturally curious who will be internally motivated to seek out answers to the questions they have about customer behavior. Project/Program Management.

CX 307

CX Customer Journey Map CX Transformation Government 307

Customer Bliss

SEPTEMBER 13, 2018

In my recent vlog, Jeanne’s Daily Dose…Of Reality , I discuss the importance of customer journey mapping and how you can use it to break down silos and unite your leadership team. Develop a Customer Health Dashboard to Help You Focus Your Journey Map Needs.

Customer Journey Map 71

Customer Journey Map Customer Retention CX Transformation Customer Feedback 71

ECXO

MAY 11, 2023

Define a customer-centric vision and strategy – develop a clear vision and strategy that outlines the company’s goals and objectives for improving customer experience. Leading by example – Ericsson and DHL These steps above are crucial to make a success of your CX transformation. Take Ericsson, for example.

Customer Journey Map 156

Customer Journey Map CX Transformation CX Education 156

CX Journey

OCTOBER 21, 2014

Use one of the most powerful customer experience training tools at your disposal : the customer journey map. If you don''t read another post I recommend here, this one will provide you with the tools you need to get employee buy-in. It provides clarity in a lot of ways, including those mentioned in #1.

CX Transformation 64

CX Transformation CX Customer Journey Map Customer Experience 64

Lumoa

FEBRUARY 9, 2023

Secure the support of the C-suite executives since Forrester stated “ Every successful transformation we studied began with a customer experience epiphany by a CEO or COO.” ” Build a cross-functional CX team: get the key players from the whole company (chief executives, heads of departments) onboard CX transformation.

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

CX Journey

AUGUST 13, 2015

Creating a customer journey map is an important first step when it comes to your customer experience transformation. Notice the word that I used a couple times in that sentence: "customer." The map is a catalyst for your CX transformation – and identifying those points is critical to doing that.

Touchpoint 74

Touchpoint Customer Journey Map CX Transformation Voice of the Customer 74

Lumoa

MARCH 20, 2018

Secure the support of the C-suite executives since Forrester stated " Every successful transformation we studied began with a customer experience epiphany by a CEO or COO." Build a cross-functional CX team : get the key players from the whole company (chief executives, heads of departments) onboard CX transformation.

Net Promoter Score 107

Net Promoter Score Customer Experience B2C CEM 107