2016 Prediction: The year of white hot debate, submission to customers, and crying uncle

By Peter Haid Admittedly, I wasn’t spot-on with my predictions for 2015. Not because they weren’t key points that are important for businesses interested in true customer experience; rather, because they simply weren’t pursued the way they should have been. Let me explain… These were the top trends predicted for 2015 and their status today: […]

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Customer Journey Mapping Workshop Preparation

You’ve got buy-in… all the right people in your company are on board to map your customers’ journeys. They realize the importance of walking in the customer’s shoes in order to understand the experience before they can fix it. Awesome! Now what? It’s time to get all of your key stakeholders into a room and […]

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Hey! You Got Your Metrics in My Journey Map!

Remember the old Reese’s Peanut Butter Cups commercials from the ’80s? The ones where two people – one eating chocolate, the other holding a jar of peanut butter – collide and exclaim: “Hey! You got your chocolate in my peanut butter!” and “Hey! You got your peanut butter on my chocolate!” I suppose at the […]

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5 Basic Journey Mapping Principles

There are five basic principles that journey maps must adhere to. What are they? Many years ago (and still today), journey maps were created on butcher paper with post-it notes. I’ve used this approach in the past, and it makes it difficult to share the maps, to administer updates, and to transfer knowledge. It’s also […]

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Using Personas to Enhance the Customer Experience

Today we’re pleased to share another guest post by Keenan Samuelson of E Source. This is part two of a two-part series on personas. In part one, we explored the steps to create a customer persona. In part two, we’re exploring some of the ways CX professionals can use customer personas to improve CX. Now […]

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If You Don’t Know Where You’re Going…

Yogi Berra once said, “If you don’t know where you are going, you’ll end up someplace else.” This is true in life and in any project you undertake. It’s also true in journey mapping. I’ve seen folks dive into mapping exercises only to get stopped in their tracks because they hadn’t done two crucial things […]

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Anxious to Get to Future State?

As part of your journey mapping efforts, you’ll likely create two types of maps: current state maps and future state maps. Current state maps show the steps that customers take today to complete some task, while future state maps show the steps they will be taking to complete the task after the process has been […]

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Validating Your Journey Maps for #CX Success

Have you validated your journey maps yet? Don’t know how or where to begin to do that? Read on for answers to your questions about validating journey maps! In my last post, I wrote about the most basic and most important rule of customer journey mapping: maps must be created from the customer viewpoint. This […]

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Journey Mapping Rule #1: Map from Customer Viewpoint

Creating a customer journey map is an important first step when it comes to your customer experience transformation. Notice the word that I used a couple times in that sentence: “Customer.” So, it’s no surprise, then, that the most important thing to do when mapping the customer experience or the customer journey is to do […]

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