article thumbnail

Beyond the Basics: Why the Traditional Customer Experience Education Model is Outdated

eglobalis

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.

article thumbnail

How the Most Important Touchpoints Get Ignored, And How to Fix It

Experience Investigators by 360Connext

Touchpoints aren’t what they used to be. There was a time in our history when touchpoints were…finite. When asked, ‘how does a prospect or customer interact with your brand?’ customer service calls. ’ a brand team might list something like the following. customer service calls.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

article thumbnail

Customer Experience Journey Mapping Strategies to Improve Business Performance

InMoment XI

Improved Processes Most professionals using customer journey maps agree that one of their benefits is identifying the need for internal optimizations. Improved Customer Experience All of these benefits connect to creating a customer experience that consistently meets or exceeds customer expectations.

article thumbnail

How the Most Important Touchpoints Get Ignored, And How to Fix It

Experience Investigators by 360Connext

Touchpoints aren’t what they used to be. There was a time in our history when touchpoints were…finite. When asked, ‘how does a prospect or customer interact with your brand?’ customer service calls. ’ a brand team might list something like the following. customer service calls.

article thumbnail

How to Eliminate Friction in Your Customer Journey

InMoment XI

What Is Friction in the Customer Journey? But if you’re a customer experience professional, “friction” is probably a term you’ve heard whenever your teammates talk about reducing customer churn. Brands can achieve this understanding by mapping out a few of their most important customer journeys.

article thumbnail

Transformational Leadership – the key to unlocking the competencies of Customer Experience Professionals

ijgolding

If you have followed my writing for a while, you will be very much aware that I am very proud and passionate Customer Experience Professional (CXP). One of a growing number of ‘specialists’ in the newly recognised professional field, this group of skilled, experienced practitioners is growing in number on a weekly basis.

article thumbnail

Do You Need a Customer Experience Manager?

InMoment XI

A customer experience manager determines, implements, and refines the customer experience strategy to ensure that all customer interactions with a company are seamless, satisfying, and aligned with the organizations values. If it doesn’t, click on the download button. Download Now Exit this form 3.