Webinar – A SuiteCX Briefing

One of our most frequently asked questions is: How to approach experience mapping? This video of a recent webinar addresses a few of the questions we have heard over the years: What business aspects should you address using journey mapping efforts? Should it be a …

Time to REALLY think differently about customer experience…..

Over the last 10 years I have seen many attempts by teams to engage with their companies customer experience and how they have failed, the discipline (emerging as it is) is still being dominated by old thinking – ‘wow’ your customer, be ‘customer centric’, ‘transform’ …

Approaches to Customer Journey Mapping

There are many approaches to Customer Journey Mapping, just as there are many different company cultures looking to use this valuable tool to improve their customer experience. We presented this content at the 2016 CXPA Members Insight Exchange.

Three Ways Journey Mapping Can Drive Employee Engagement

One of the most compelling reasons to conduct a journey mapping exercise is to get various employee representatives around the room, engaging with one another and finding ways to make positive organizational change.

8 Customer Experience Predictions for 2016

As we move into a new business year, promising to be the most CX-­‐focused ever, we wanted to share some key predictions that we believe will come to pass.

Customer Experience Improvement: Finding the Right Data Strategy

As marketers, we are all focused on improving our customer experience and generating more revenue. Everyone talks about how important it is to invest in web, mobile and social media analytics. Smart marketers don’t stop there, however.

Six Steps to Best-in-Class Customer Experience

The Customer Experience (CX) field is growing, and companies are realizing that it makes clear business sense. For companies that practice CX, MarketsandMarkets.com predicts a compound annual growth rate (CAGR) of 17.3% from 2014 to 2019. But how do you ensure the investment you place …