Category: Customer Experience
-
The Metaverse is dead. Long live the Omniverse.
The metaverse is a meaningful space that will be more familiar to each of us in the coming years. What all of the media is forgetting though, and perhaps the players and brands getting into this space, is that the metaverse is just another avenue we, as customers, will jump in and out of when… Read more
-
The ROI of CX – A CFOs View
A LinkedIn colleague, Alex Meade, recently posted about too many Customer Experience (CX) Influencers out there posting too much CX Theory. In the same post, he also said there are not enough CX Leaders posting practical advice to help others in CX be successful. Challenge accepted! Let’s talk about CX ROI, shall we? The topic… Read more
-
Do You Have A CX Strategy?
Do you have a CX Strategy for your team? A few months back I published the 6 Elements of Customer Experience Strategy, with some guidance on what is included in each. While folks found that valuable, I did receive a lot of questions around how to pull it all together into an actual strategy. Given… Read more
-
Artificial Intelligence in CX
Artificial Intelligence (AI) in CX, or Customer Experience, is having an amazing impact on our day-to-date work. And the fun is just beginning. Some of this can get technical quickly (particularly the embedded links), and this is a little bit of a longer post than others. But it is important for us to think about… Read more
-
Why Journey Maps Love Data
If you’re not applying data to your customer journey map, you’re limiting its effectiveness; you’re also limiting your team’s success. Read more
-
Identify with the ‘Person’ in Persona
I wanted to focus on Personas as more CX practitioners need to be engaging Product Owners as part of an Agile process. If you’re just starting out in the CX space and are trying to identify what your role is in an Agile process, it’s imperative that you know the history behind personas, how they’re… Read more
-
CX Maturity Models: Pyramids?
I’ve seen a lot of articles lately describing “The 5 Stages of Customer Experience Maturity.” The stages vary – sometimes it’s 4 or 6 (depending on how agile you are, perhaps). Sometimes it’s in the shape of a pyramid, and others just numbered bars, chevrons, or emojis. Sometimes the tags for each stage are defined from… Read more
