I love whiteboards. Like, in an inordinately needy way. If I am noodling on something, either alone or with my team, it’s always “Let’s go to the whiteboard” to sketch, to scribble, to brainstorm. When the pandemic hit and we were all forced to work …
How to Build a CX Center of Excellence
Centers of Excellence are popping up all over the place in the corporate world. What does that term even mean? How do you know you are not only excellent, but at the center? Who do you bring in? Who do you leave out?
Julie St. John
Create your own Atlas(s) in your Projects
More than just a journey map, which only plots customer interactions by time and point of engagement, the Customer Journey Atlas, provides a full look at your customer’s experience set across each stage of their relationship with your organization.
The Ecosystem of CX Solutions
Like customer experience (CX) more broadly, there are a number of platforms that create the ecosystem of tools available to manage and understand their Customers’ experience. The confusing part is that a number of tools all call themselves “Customer Journey Tools” which tends to muddy the market.
How complex does a journey map need to be?
We just finished teaching a class on CX driven Journey mapping to a large and very diverse group. It was really a fascinating class – smart and discerning. There were a number of common questions and comments from both beginning and advanced CX Architects/Mappers.
New resources available from SuiteCX
We have some new curated resources to help you broaden your knowledge around customer experience, journey mapping, and journey analytics.
Ghulam Husnain Ali
EPIC Videocast, Beyond Books & Blogs
A big thanks to those who have already participated in our videocast series that is published on YouTube and to those who will participate in the near future. It’s really great to be part of a community that is large-hearted and single-minded in their commitment to the customers’ cause.
SuiteCX is now one of the highest ranked CEM/CJM tools
2018 was an excellent year for SuiteCX. SuiteCX has put another strong year of growth and profitability under its belt. 2018 was its best year ever with increased profit, higher demand and recognition in analyst reports. SuiteCX was identified in Forrester’s Wave. SuiteCX was also …
Do we Mine or Mind the Gap?
Ever wonder why there is such a gap between all the hard work you do in providing Voice of the Customer and Net Promoter Scores to your internal partners and then not being able to see how that in turn results in enabling the company …
Journey Mapping Effectiveness Comes from Leadership and Frequency
In the recent research report by MyCustomer in association with Quadient, Customer Journey Mapping Research Report 2018, results validate what we practitioners have known for years: leadership buy-in absolutely matters and it should never be a one-and-done effort. It is really great to see more …