Conversation the Key to Understanding Customers (2min) According to CX expert Jim Tincher, if you’re not actually talking to customers your journey mapping can be fatally flawed by false assumptions. To illustrate …
Customer Emotion Graph – Using Visual Language to Tell Your Customer’s Story
If your role is customer facing you will probably have developed an aptitude for decision making with customer empathy. Non-customer facing business units such as HR, finance and IT however, …
Customer Experience News 114: Mapping Methods, Service Design & MVCs
Mapping Methods Cheat Sheet (4-5min) From late last year but nevertheless an excellent article comparing the four most commonly used mapping types, (empathy mapping, customer journey mapping, experience mapping and service blueprinting), …
Customer Experience News 107: CX Case Study, CX ROI and Customer Journey Mapping
Customer Experience Case Study (3min) From GovTech magazine a government sector CX case study with universal relevance; where customer empathy, journey mapping and human-centred design combined to transform an overly complex, …
Customer Experience News 101: Journey Mapping Training, Jobs-to-be-Done, Design Thinking & Facebook
NEW Customer Journey Mapping Workshops This week we launched our new Customer Journey Mapping Workshops in Melbourne and Sydney. Master customer journey mapping in these one-day intensive, ‘learn by doing’ training workshop …
Customer Experience Strategy: Developing a Customer Experience Vision and Principles
A customer experience vision and principles are powerful communication devices to inspire, unite and educate people across the business on a one-company experience that’s distinctive and delivers value. Business leaders …
Customer-Centric #GrowthHack: Communication is Key to CX Transformation
I often hear this comment from clients and colleagues, “Our customer experience transformation is so slow”. From my conversations I get the strong sense they feel frustrated and unsupported in …
Customer Experience News 98: #GrowthHack, TED Talk, Experience Design & Marketoonist
#GrowthHack Customer Journey Consistency (2min) This week Alex Allwood writes on the importance of developing customer experience vision and principles to guide employee behaviour and ensure the delivery of consistent experiences across the …
Customer Experience News 95: McKinsey, Macy’s, Empathy and Lenovo
McKinsey – Leading the Charge on CX Transformation (5min) From McKinsey this week an in-depth article on the need for ownership of customer journeys and cross-functional collaboration to achieve successful CX …
Customer Experience News 78: McKinsey, Customer vs Product and CX Success
Journey Mapping Workshop – Sydney You Nailed It! We hit the ground running and took a deep dive into customer understanding at last week’s Customer Journey Mapping workshop in Sydney. Great …
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