The job of a customer experience (CX) professional can be described as mastering the art of “sensing” and “seizing.” The sensing part of the equation is the gathering of information to gain a deeper understanding of the customer. Among other things, sensing reveals customers’ concerns, their needs, and where opportunities and risks lie within the customer relationship.
Value Planning: The Connection Between CX Outcomes and Business Objectives
Launching any new initiative usually starts with three questions: Why are we doing this? Why is now the right time? What do we want to achieve? Consider a recent business project or a personal plan. Asking these questions defines the need, the urgency, and the end goal. The answers illustrate what is possible and why those opportunities are important right now.
Governance: Building the Foundation of All Great CX Programs
“Let’s do a survey!” For many companies, this statement marks the beginning of their customer experience (CX) program. However, thinking only about the survey and questions to ask has businesses jumping in at the end of the planning process.
26 Actionable Steps to Improve Customer Satisfaction
Customer experience professionals need to embrace a new way of thinking. Today, customers expect personalized service, the ability to customize products and services to serve their unique needs, and immediate gratification.
What is Employee Experience (EX) Management?
Customer experience and employee experience are inextricably linked. Every customer experience has an associated employee experience. World-class experiences don’t just happen. They need to be intentionally managed – crafted, executed, and refined over the long term.
Drive business success with a custom XM program roadmap
Who doesn’t appreciate a good roadmap? Through its evolution from accordion-folded paper the size of a poster to interactive app on a handheld device, a roadmap shows the way from where you are to where you want to go. Great, right? And whether you’re talking about a cross-country road trip or the journey to building a goal-oriented experience management (XM) program, a roadmap is an essential tool to help you get there.
Join Walker experts every week for thought leadership on experience management from experts across the globe.
Latest Episode
Bonus: We Asked CX Leaders at X4 About Their Top XM Challenges
Released: May 16, 2024