Customer Experience Design Customer Experience Professionals Customer Journeys 
CX Journey
APRIL 25, 2018
What is Journey Mapping? Let me start with explaining what journey maps are not: they are not lifecycle maps, sales funnels, buyer funnels, buyer lifecycles, etc. Those are marketing tools and are too high level for customer experience design.
ijgolding
JULY 14, 2017
So how do we avoid falling into the trap of designing purely functional journeys which miss the point for customers? Map the journey. From the customer’s point of view. This helps you to understand how customers think (and ex-customers, and near-miss customers).
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ijgolding
OCTOBER 28, 2015
Customer journey mapping and touchpoint analysis. Whilst process improvement is pretty well understood by many, Customer Experience Design is a skill set that has been less commonly deployed in organisations around the world. Process improvement methodologies and discipline. 358 44 37 94 980.
Storyminers
MAY 8, 2017
They all use the six customer experience pillars. When customer experience work begins with metrics in mind, most practitioners capture the current-state experience in a journey map, then make incremental improvements. Some have seen their fortunes rise. Some have even stayed at elevated levels.
CX Journey
MARCH 15, 2016
And do they fit into experience design? Last year, I wrote about moments of truth , defining them as: that make or break moment in the customer journey, that moment when, if all goes well, the customer will continue the journey and complete the task or interaction; he will do (or continue to do) business with you.
CX Journey
JUNE 30, 2015
Sun Tzu Customer experience strategy is one of the six competencies of the Customer Experience Professionals Association's ( CXPA ) CCXP exam and something every customer experience professional should be well versed in/about. Outline your personas : do different customers have different needs?
ReviewTrackers
MAY 8, 2017
Customer experience (CX) — defined as “the cumulative impact of all interactions and experiences between your business and the customer, at every touchpoint across the entire customer journey, and viewed entirely from your customer’s perspective” — has become one of today’s most important business benchmarks.
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