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CX Journey™ Musings: The Experience is Everything

CX Journey™ Musings: The Experience is Everything

In last week’s post, I wrote about some findings in Salesforce’s latest State of the Connected Customer report. One of the graphics for the first finding, customer connections are essential, stood out to me. The title of the chart is, “Amid Crises, Experience Remains a Key Differentiator.” I agree with that. It’s the sub-title that struck me: “The Experience a Company Provides Is as Important as Its Products or Services.”

Marketing in the Era of the Customer Experience

Marketing in the Era of the Customer Experience

What customers are seeing and experiencing vs. what brands are saying can often be in conflict. The gap between Marketing and Customer Experience (CX) teams is largely responsible for that. In this article, I’ll pose some conversation starters to help bridge that gap and get everyone working together for the benefit of the customer – and, ultimately, the business.

Breaking Down Silos Between Product and CX

Breaking Down Silos Between Product and CX

Designing and delivering a cohesive end-to-end customer experience is important for brands to do. To make this happen, your entire organization must be integrated and aligned to work toward that goal. In this article, I address the gap between two important parts of your organization that must be bridged in order to achieve this goal.

Humanizing Automation to Help Employees Work Smarter Not Harder

Humanizing Automation to Help Employees Work Smarter Not Harder

Back in late 2015, I wrote an article titled Work Harder or Smarter? in which I offered up some ways to help employees work more efficiently – ultimately, to work smarter. The last item on the list was automation. Fast forward five plus years, and automation is likely at the top of the list now for a lot of companies! But for many, the term “automation” brings chills, with visions of job losses and customer frustration.

Participative Relationships: Co-Create the Experience with Customers

Participative Relationships: Co-Create the Experience with Customers

Co-creation is a collaborative innovation effort; it’s not a one-way street. Work together – with your customers – to define and design new value to be created, improvements to be made, and experiences that meet their needs – experiences that see you achieving your desired outcomes, as well. I outline some co-creation tools in today’s post.

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