Customer experience (CX) comprises every interaction a consumer has with a business, from product discovery to post-purchase support. Everything a company does influences how the customer perceives the brand, if they feel satisfied, and whether they keep coming back. Building a strong CX program across an organization contributes to better brand loyalty, more repeat business,… Read more »
Category: Featured Content
Experience Integration: Ensuring That All the Hard Work Pays Off
Your Experience Management team, and the organization as a whole, has adopted the XM Operating Framework. You have embraced the competencies and utilized the skills. You have combined monitoring, discovery, visioning, design and much more. Now is the time for the all-crucial Experience Integration. In one sense, it could be the payoff for all the work the CX team has done. In another, it is the beginning of an entirely new adventure of implementation, evaluation and adjustment. It is important not to run out of steam at this point!
Experience Design: Crafting Solutions and Driving Customer Behavior
Service design begins with, and is fully dependent on, developing a deep understanding of the customer experience within your organization – plus what your customer is experiencing in life outside of their interactions with your company. It goes well beyond the transactional phase. It depends on utilizing your operational data to define the demographics that are representative of segments of your customer base. Even more importantly, it takes building empathy and an emotional connection with your customers.
Experience Visioning: Planning Today To Help Ensure Future Success
Organizations must continue to “put out the daily fires” and execute the short-term adjustments that are required. But if that same organization wants to be best-in-class five or 10 years down the road, it must look beyond tomorrow – or next month, or next year – to which technological and societal changes will influence the way the world will work in the future.
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