Your customers expect high quality service – that much is not new. What is new is that they are now expecting highly …
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Experts predict that as early as 2020, close to 85% of customer service interactions will be automated. As artificial intelligence (AI) …
The rapid growth of digital innovation has not only impacted the customer experience, it has also changed customer expectations. This is reflected …
Your customer’s journey is always unique from other companies, and a customer journey map is like a puzzle. Every touchpoint slots into …
A customer journey map is like a puzzle. For eCommerce, this puzzle can be very complex or it can be very straightforward …
Happiness is a core aspect of human existence. Everyone is in the pursuit of happiness from the moment they take their first steps. …
New Online Training Developed by Thought Leader Owen CX Offers 11 Core Models and Toolsets to Prepare Organizations for Success in a …
One of the great dilemmas of building a successful company is knowing that your customer experience strategy is important, but not having …
Customer journey will be reborn and start breaking down silos By now, the concept of customer journey has been known for a …
We tend to be more productive in the sun, and one of the things we as a team look forward to the …
The City of Helsinki operates public recreation facilities to serve over half a million residents in the area, and have done so …
Customer experience is a term that has been added to the public lexicon steadily over the past 15 years, and is more …
Resources
For current and future CX Superstars
Free eBook
EVI® – The Next Big Thing in CX Since the NPS
All you need to know about how to measure and use Emotional Value Index (EVI®) to grow your business.
Global research
Future CX Outlook Report
An extensive report analyzing where the CX market is headed and how top CX pros and companies are putting their customers at the center of their strategy in the future.
Free template
Customer Journey Map Template
Build your customer journey map with this Excel template. Just fill in the missing cells with your data and start monitoring your touchpoints. Simple as that.
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