Articles

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Customer Experience Management (CXM): The Best-Practice Capabilities of CX Leaders

As ever-greater numbers of organizations embrace the age of the smart customer, you might expect Customer Experience Management, or CXM, to be a well-understood term. After all, like ‘customer experience,’ it’s used a lot. However — also like customer experience — it describes many things.

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How “3-Dimensional” Customer Personas Radically Improve CX Design

Customer experience design professionals have recognized the power of customer persona for years. Unlike customer or audience segments—used primarily for marketing, sales activities and data management—personas are fictional characters used to design things that real customers will actually use,...

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Fall in Love With Your Customer’s Pain Points - Not With Your Solutions

It’s human nature to fall in love with your solutions... it’s also one a common pitfall for business leaders, entrepreneurs and those responsible for improving customer experiences. 

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Successful Customer Experience: 3 Critical Things CX Leaders Get Right

When we look at customer experience leaders today, it’s unsurprising there are a number of things they have in common. When looked at from a macro level, we see that many of the individual strategies and tactics that these leaders deploy roll up to three high-level areas of strategic focus.

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4 Ways CX Leaders Can Improve Their Customer Experience Strategy

Once you define your customer experience strategy and begin the journey down it, you'll likely find a tipping point where people, data, technology and processes start to sync, and the benefits of the hard work become clear for employees and the customers who are the true beneficiaries of a...

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Failing Your Customers Can Help You Serve Them Better

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The Eye-Popping ROI Benefits of Customer Journey Mapping

Customer journey mapping continues to gain both traction and increased relevance as organizations around the globe orient towards a more customer-centric way of doing business.

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6 Common Customer Experience Strategy Pitfalls

For any organization striving to significantly improve customer experience, they need a plan to do so.  That’s because the ability to design and deliver great customer experience doesn’t “just happen.” It’s planned.  Which is where a customer experience (CX) strategy comes into play.

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11 Customer Experience Technology Trends To Watch For Through 2020

Today, nearly every customer experience in nearly every industry is driven or supported by ever-more-quickly-evolving digital technology. The landscape is changing so rapidly that customer experiences are already being radically reshaped by technologies that are cutting edge today—but will be...

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How Best-In-Class CX Leaders USe The Customer Experience Value Chain

For the last several years, improving customer experience has been rightfully viewed as one of the most important things any organization can do to drive value. In fact, the phrase is used with the same reverence (and lack of clarity) as words like “strategy,” “brand” and “innovation.”