SuiteCX Isn’t Afraid of a Few Thousand Touch Points

This Halloween, don’t let gobs of customer touch points scare you.  SuiteCX is the best solution for organizations with large volumes of customer interaction points. With a database designed to handle thousands of interactions with an intuitive, spreadsheet-like interface, and maps that render quickly in …

ScaryCX – The scariest CX project I ever saw…

As Halloween approaches, I can’t help but reflect on some of the scary things I’ve encountered in my career as a marketing professional. Perhaps the most terrifying occurred in my role as VP of Marketing for an online printer. We’d been digging into our key …

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Case Studies in Smart Customer Engagement

It is becoming ever more clear that companies are interested in improving the customer experience. However, there is some finesse required to engage with customers in this era of full inboxes and time-starved days.  True engagement requires a dialogue between customer and company.  Customers must …

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The State of CX: Musings on The CXPA Members’ Insight Exchange

I attended the CXPA Members’ Insight Exchange last week in Atlanta. It was a wonderful gathering of people focused on both the theoretical and practical aspects of improving the customer experience in their organizations. Many of the speakers presented actual case studies to illustrate their …

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Customer Experience is about Business Transformation

The more we interact with clients the more we have come to realize that Customer Experience (CX) is fundamentally about business transformation. Understanding customers and responding to market dynamics accordingly requires an agile approach, but must companies are flummoxed as to where to focus their …

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Harvard Business Review on Customer Journeys

We love it when we see further validation of the work we have been doing for so long. Harvard Business Review weighs in on the power of customer journeys in helping companies to differentiate via excellence in customer experience.

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A Journey Mapping Glossary

Terms associated with Journey Mapping Every discipline has its own set of rhetoric, catch-phrases and dreaded TLAs (three-letter acronyms).  We thought we would take a moment to define some of the terms that are commonly used within the customer experience and journey mapping disciplines. 360 …