On the Kindness of Strangers

By Joe Wheeler, President CX Workout 1:11 AM, May 26, 2017, the Friday before Memorial Day Weekend onboard American Airlines Flight 1876 from Philadelphia to Boston waiting to leave the gate, about 5 hours past the scheduled departure time. “Ladies and gentleman, this is the captain. I am sorry to report that this flight has […]

The difference between the employee and customer view of the experience

If you have built a journey map internally with employees, or have even spoken to various employees – customer facing or not, you have heard where employees think the customer experience should be improved. Front-facing employees can be a great source of feedback and ideas – based on what they are hearing from customers. While […]

Why a static journey map isn’t the answer

Many companies want to create a journey map, and for varying reasons. Often companies want to truly understand all the (proactive or reactive) steps that occur when a customer engages with their company. There are internal benefits that come from internal groups working across departments to really talk about customer facing journeys and create a […]

The Power of Media in Telling the Story

One thing we hear over and over again is the power of customer feedback captured in video. When a customer speaks about their experience in their own words – you can’t beat it. It really brings to life what your customer sounds like, looks like and conveys the emotion in a powerful way. Yes, customer […]

Four rules to avoid dissonance between CX, brand, and marketing

Here’s our second update from CX Fusion conference. This is a terrific presentation from another Forrester analyst, if you appreciate the connection between CX, marketing and your brand, you will love this! Highlights from a presentation by: Joana van den Brink-Quintanilha Senior Analyst CX, Forrester Research Johanna spoke to a room full of CX professionals […]

CX Fusion Conference Highlights

The Service Profit Chain Institute Workout was delighted to launch its new SaaS platform, CX Workout, at the CX Fusion conference in Las Vegas, April 25-27, 2016. CX Workout enables qualitative data collection that feeds directly into your journey map, in addition, it offers an online dialog option to discuss specifics of how to improve […]

Why Speed Matters

A colleague of mine was giving a presentation on their approach to journey mapping. When asked how long a typical project takes, he responded honestly: about 12 to 15 months. Another person in the audience quickly raised his hand to ask, “What happens when you go back to those managers you met with at the […]

Musings on “Cognitive Load”

UX designers use the term “cognitive load” to describe a user’s capacity to make sense of any technology they must use to accomplish a task. If the cognitive load is low, the design of the website or the digital kiosk is straightforward; they don’t have to think too much to achieve their goal. We all […]

Five Ways to Avoid Common Pitfalls When Determining CX improvements

If you’ve been following our blog series of the: Top 5 Reasons Companies Improve Things Customers Don’t Care About, then you’ll want to know how you can avoid those five common pitfalls when determining your CX improvement priorities. We have put together a list of five best practice solutions to help companies avoid these and the […]