Join the Champions League of Customer Experience Transformation! Sign up for weekly inspiration: https://zannavanderaa.com/cxleague/
For timestamps see below.
In this episode we explore why CX might benefit from a shift in perspective. I challenge assumptions I hear and see when working with CX professionals.
📌 We need a Journey Management Tool
📌 We Need to Map All Journeys
📌 We Need Continuous Measurement
📌 We Need a CX Strategy
📌 We Need a CX Ambassador
📌 We Need a Chief Customer Officer (CCO)
Let's strip away the layers of complexity and focus on the essence of CX - how we make our customers feel. It's the little moments that leave a lasting impression.
(01:12) Introduction
(04:46) Journey Management Tools
(06:42) Mapping all the Journeys
(09:41) Continuous Measurement
(14:39) CX Strategy
(19:27) CX Ambassadors
(21:54) CCO
(23:30) Focus on the essence of CX
Join the Champions League of Customer Experience Transformation! Sign up for weekly inspiration: https://zannavanderaa.com/cxleague/
For timestamps see below.
In this episode we explore why CX might benefit from a shift in perspective. I challenge assumptions I hear and see when working with CX professionals.
📌 We need a Journey Management Tool
📌 We Need to Map All Journeys
📌 We Need Continuous Measurement
📌 We Need a CX Strategy
📌 We Need a CX Ambassador
📌 We Need a Chief Customer Officer (CCO)
Let's strip away the layers of complexity and focus on the essence of CX - how we make our customers feel. It's the little moments that leave a lasting impression.
(01:12) Introduction
(04:46) Journey Management Tools
(06:42) Mapping all the Journeys
(09:41) Continuous Measurement
(14:39) CX Strategy
(19:27) CX Ambassadors
(21:54) CCO
(23:30) Focus on the essence of CX