The first topic in CX Club is CX Principles and in this video we look at the final four of eleven principles: H. The customer has an experience and the company may only be responsible for part of it – When someone books a holiday, they have an overall goal in mind – Getting away […]
The first topic in CX Club is CX Principles and in this video we look at the second set of principles: D. CX is only as strong as the weakest point in the journey – the customer can have a good end to end experience, but one bad experience across the journey can ruin the […]
The first topic in CX Club is CX Principles and in this video we look at the first three of eleven principles: A. CX isn’t something you do… – CX, unlike the other disciplines of the business, is not a function. It’s purely about what the customer ‘gets’ and is an outside-in view rather than […]
CX Club is a series of videos designed to stimulate interactive discussions around the subject of the end-to-end Customer Experience transformation process, from the identification of individual customers, through understanding the wants and needs of those customers, right to the transformation of the business in order to better deliver against those wants and needs. However […]
In the previous blog, we spoke about the fact that the real benefit of Customer Journey Mapping comes from the pain points, the moments of truth, the wow opportunities and commercial opportunities generated by the exercise, and that these elements can potentially form the basis of transformation activity across the organisation. The map itself is […]
In the past couple of decades Customer Journey Mapping has become one of the most commonly spoken-about of modern-day business practices. The phrase has been bandied around boardrooms across the globe; and for some organisations, it has even become a central theme around which their customer management operations have been built. However for many, if […]
