CX Journey
AUGUST 15, 2018
Back in 2014, I wrote a post about a museum experience I had at the California Science Center in Los Angeles where a docent told stories about the exhibits and engaged the audience far more than detailed display placards ever could. One of the my favorite tools available to develop and to tell the customer story is journey mapping.
CCNG
OCTOBER 19, 2022
(Gartner, 2021) 8 in 10 consumers report that businesses are meeting or exceeding their expectations for service, compared to 67 percent in 2014. In fact, 40% say businesses have increased their focus and attention on service, a significant increase in just three years (up from 29% in 2014).
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Beyond Philosophy
APRIL 15, 2015
Monitor, a consulting firm that ruled the business world in the 1980s founded by Harvard Business School’s Michael Porter, built their business on the concept that business is a matter of defeating the competition, not making a better product or experience for Customers. 20 November 2014. What Killed Michael Porter’s Monitor Group?
Netomi
JANUARY 5, 2022
Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant. Arie Goldshlager.
Horizon CX
DECEMBER 31, 2018
This is good news for those of us among the CX consulting community and especially the CX provider community. For example, viable and extremely capable Journey mapping software that previously required serious investment can now be obtained for a fraction of the cost. Customer Journey Mapping is another case in point.
ijgolding
OCTOBER 6, 2014
This blog post is written to mark the second global Customer Experience Day on Tuesday 7th October 2014. Monday 29th September 2014. As has become normal recently, I am up at 4:30am to embark on a long journey from the North West of England down to the South. Tuesday 30th September 2014. Today is an exciting one.
ijgolding
SEPTEMBER 29, 2015
As I said in 2014, it will not be long before they have to book Wembley Stadium to hold the hundreds and thousands of professionals who want to recognise the efforts of individuals, teams and companies in delivering better Customer Experiences. The 2015 UK Customer Experience Awards was a HUGE event. What happened next was quite incredible.
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