Many elements of the Experience Management (XM) Operating Framework contribute to gaining insights on ways to improve the customer experience. One of the methods of taking action on those insights is through Process Integration. Process integration can take place in many shapes and forms. It can address direct problems that customers have told you about.… Read more »
Strategic Decision-Making: Transforming Insights Into Action
What if we started to think of problems as strategic opportunities? When reframed from “challenge to solve” into “chance to change,” problems create a valuable time to capture diverse data and put new processes or systems in place. The higher-level thinking makes the business better long-term—and contributes to its vision and goals for the future.
The CX Playbook: Incorporating the Necessary Elements
Most organizations assert that they are in search of continuous improvement. The question is how many are effective in their efforts. The continuous improvement process includes key performance indicators (KPIs), planning, accountability, communication, recognition of achievements, and more.
The Importance of Immediate Response
How do you respond when a customer has an emergency? The way you handle it can help the customer believe your organization cares and is committed to providing a good experience.
Insights Distribution: Effectively Communicating Key Action Items
Organizations know far more about their customers than ever before. It’s picking out those actionable items – sometimes only two or three nuggets out of a treasure trove of information – and successfully communicating them to various audiences that will yield ultimate success.
Insights Discovery: Your Gateway to CX Storytelling
Insights Discovery is a critical component of the Experience Management (XM) process. Proper pre-planning, execution of the analysis (Insights Discovery), and distribution of the results will help produce actionable outcomes.
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