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 …

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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 …

Guest Post from David Raab on suitecx

David M. Raab, marketing technology consultant and analyst, is Principal at Raab Associates Inc. His blog is named for the Customer Experience Matrix, a tool to visualize marketing and operational interactions between a company and its customers.  He is also author of the annual Raab …

Frequently Asked Questions about Customer Journey Mapping

We put together this deck to help explain the powerful tool that is Customer Journey Mapping. We have over 50 combined years of experience conducting mapping exercises with our clients, yet for many it`s still a very new concept. Here is the best of our …

Experience Mapping in Complex B2B Ecosystems

Valerie and I are hot off the conference trail, and we’re thrilled that Customer Experience Mapping is finally getting the attention it has long deserved. It`s gone from a “maybe” to an “of course!” in terms of strategic priority at many companies. At the CXPA …

Instant Gratification with Customer Journey Mapping

Attention spans are short in many executive offices. As a result, marketers are somehow expected to distill complex decision trees made up of customer rational behaviors and emotional choices into simple pictorials. Balancing this desire for Instagram when the reality is an epic two-hour movie …

No Pain(point), No Gain

Years ago when I started out in my Customer Experience improvement career, a friend gave me a book entitled A Complaint is a Gift. It was one of those single-message books that really only require a skimming to get the point. As I look back …