CX Accelerator

APRIL 30, 2018

It takes a special type of person to handle the type of pressure and stress that comes with a CSR career. Do you ever find yourself asking, “Does this person really exist?” This concept was first introduced by Scandinavian Airlines president Jan Carlzon in the 1980s. Then come talk to me. If so, you’re not alone.

Journey mapping 140

Journey mapping Airlines Morale Call Center 140

CX Journey

MARCH 31, 2015

We talked about the employee experience, employee journey mapping, and solutions that drive or impact workforce efficiency. It needs to be understood (using tools like personas, journey mapping, and surveys and other listening posts). If the desire isn’t there, no person or book can plant it within you.

Journey mapping 64

Journey mapping Morale Employee engagement Airlines 64

ProProfs Blog

DECEMBER 23, 2019

Whereas for help desk, customer journey mapping becomes a piece of cake. They have successfully used customer journey mapping to gain insights into new opportunities. The Disney Magicband is the result of their customer journey mapping efforts. Their history as regular customers via chat history.

Customer centricity 144

Customer centricity Journey mapping Surveys Feedback 144

Netomi

JANUARY 5, 2022

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98