Using Customer Empathy Mapping (2min) It’s been a few weeks since Alex last shared her CX thinking here, and it’s been worth the wait! In this article, she deep dives …
Using Customer Empathy Mapping to Connect and Engage Teams
Getting a cross-functional team to come together, let alone work together for a common cause, such as customers and improving their CX, can be like herding cats. It can feel …
Customer Experience News 198: Expert ‘Building Blocks’ Guide CX Success, Research Reveals ROI of CX and Microsoft Backs Empathy
Expert ‘Building Blocks’ Guide CX Success (3-4min ea.) The Customer Experience Professionals Association (CXPA) has created a “CX Building Blocks” series designed to help practitioners establish or strengthen their CX …
Customer Experience News 93: Disney, Design Thinking, Empathy Mapping, Retail CX
How Disney Delivers Exceptional Experience (2min) Bruce Jones, Senior Director at the Disney Institute, outlines the Disney approach to creating a ‘common purpose’ that inspires the company’s employees to provide exceptional …