Critical Questions

CX professionals are hearing a lot about Customer Journey Mapping these days, but with each new wave of ideas, there comes confusion surrounding it. As expert practitioners of journey mapping for over 15 years, we aim to clear up some of the confusion with this …

Karmic Networking

What is networking? What is Karmic Networking? View Document

Introduction to SuiteCX and The East Bay Group

SuiteCX brings robust customer journey mapping and strategic scenario planning together for superior customer experience design and execution. By providing customizable journey mapping, customer experience assessments and data driven insights, we help you design, visualize and deliver the optimal customer experience that engages the customer …

Three Ways Journey Mapping Can Drive Employee Engagement

One of the most compelling reasons to conduct a journey mapping exercise is to get various employee representatives around the room, engaging with one another and finding ways to make positive organizational change.

8 Customer Experience Predictions for 2016

As we move into a new business year, promising to be the most CX-­‐focused ever, we wanted to share some key predictions that we believe will come to pass.

Customer Experience Improvement: Finding the Right Data Strategy

As marketers, we are all focused on improving our customer experience and generating more revenue. Everyone talks about how important it is to invest in web, mobile and social media analytics. Smart marketers don’t stop there, however.

Six Steps to Best-in-Class Customer Experience

The Customer Experience (CX) field is growing, and companies are realizing that it makes clear business sense. For companies that practice CX, predicts a compound annual growth rate (CAGR) of 17.3% from 2014 to 2019. But how do you ensure the investment you place …