Customer Experience Professionals Exercises Touchpoint 
eglobalis
OCTOBER 14, 2024
The traditional 5-6 pillar model of CX education was created to give professionals a structured approach to understanding customer experience. These pillars include the basics: customer journey mapping, touchpoint analysis, feedback loops, and internal operational alignment. Why is it not happening yet?
CX Accelerator
NOVEMBER 11, 2022
CUSTOMER JOURNEY MAPPING Being able to map customer journeys with your organization is a skillset unto itself. From a character perspective, it requires empathy – the exercise is about walking in your customer’s shoes and trying to understand not just what they were doing at each touchpoint but thinking and feeling as well.
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CX Journey
OCTOBER 7, 2014
This post is about three key exercises to lay the foundation for beginning any customer listening efforts. Used properly, personas keep the customer alive and front and center by the entire organization. They tie in nicely to your journey maps and are necessary to begin that exercise. A lot of people make that mistake.
Kerry Bodine
AUGUST 14, 2020
On Wednesday I presented a webinar with the Toronto Customer Experience Professionals Association. These two functions are related in that they’re both focused on creating more effective customer interactions. UX folks are generally focused on designing specific digital touchpoints, like a website or a mobile app.
Qualtrics
JUNE 21, 2019
However, re-examining areas where previously no fault was thought to be found is a useful exercise in identifying areas for improvement. In creating a customer experience, it’s the customer’s opinion that outweighs that of the experience creator. Polishing every touchpoint between company and customer is key.
CX Journey
APRIL 25, 2018
Those are marketing tools and are too high level for customer experience design. Customer experience professionals require a lot more detail at a micro level in order to understand the pain points and to, ultimately, fix them. Why Map Journeys Mapping isn’t just a lame exercise; it’s a learning exercise.
Experience Investigators by 360Connext
JULY 12, 2022
Typically, it’ll start with a general plan on how an organization is going to gather customer feedback — a plan that typically includes Customer Listening Posts. What are Customer Listening Posts? Listening posts: Help us understand individual customer needs and experiences closer to real-time.
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