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.
Category: Strategy and Best Practices
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.
Process Integration: Making the Changes to Benefit Your Customers and Your Business
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.
Download our newest resources for XM Leaders:
Weekly resources to help customer experience professionals take their CX programs to the next level.