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New is not always better

Our latest SlideShare about how acquisition strategies must be balanced with strong retention and loyalty programs in order to maximize profitability. Check it out and share!

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A Journey Mapping Glossary

Terms associated with Journey Mapping Every discipline has its own set of rhetoric, catch-phrases and dreaded TLAs (three-letter acronyms).  We thought we would take a moment to define some of the terms that are commonly used within the customer experience and journey mapping disciplines. 360 …

Guest Post from David Raab on suitecx

David M. Raab, marketing technology consultant and analyst, is Principal at Raab Associates Inc. His blog is named for the Customer Experience Matrix, a tool to visualize marketing and operational interactions between a company and its customers.  He is also author of the annual Raab …

A Graceful Goodbye

I won’t let the door hit me on my way out   If you love somebody, set them free. It’s not just a Sting lyric, but also a wise CX philosophy! Today was admin day, the day to deal with invoices, billing, etc. Leading a …

360 Degree Customer Experience Webinar

We are thrilled to be collaborating with Data University on various CX topics, the first of which features Valerie and our recent thought leadership on how to achieve a holistic customer experience.

Mobile Carrier Road Rage – a #sweetcx and #sourcx comparison

Sweet and Sour CX This is the first publishing in of a new program we are launching at suitecx to highlight customer experiences at a more personal level. Many of us work with story telling as a tool in our practices and companies but rarely …

Now What? Executing on your CX Strategy

I spoke recently at the Total Digital Experience conference in San Francisco on a topic we haven`t seen a lot of in the CX world: how to actually execute once you have a CX strategy/team/toolset in place. Here`s a link to the SlideShare, which includes …

Frequently Asked Questions about Customer Journey Mapping

We put together this deck to help explain the powerful tool that is Customer Journey Mapping. We have over 50 combined years of experience conducting mapping exercises with our clients, yet for many it`s still a very new concept. Here is the best of our …

Experience Mapping in Complex B2B Ecosystems

Valerie and I are hot off the conference trail, and we’re thrilled that Customer Experience Mapping is finally getting the attention it has long deserved. It`s gone from a “maybe” to an “of course!” in terms of strategic priority at many companies. At the CXPA …

Instant Gratification with Customer Journey Mapping

Attention spans are short in many executive offices. As a result, marketers are somehow expected to distill complex decision trees made up of customer rational behaviors and emotional choices into simple pictorials. Balancing this desire for Instagram when the reality is an epic two-hour movie …