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 […]

How many Stages should be in your Customer Journey map?

You may have read our previous blog about the basics of customer journey mapping. Now we are going to answer the commonly asked question of how many Stages should be in your map. There are various ways to approach defining your map structure, and it depends on what you are trying to achieve. But I will outline […]

What Goes Into a Customer Journey Map

What is a customer journey map? Customer journey mapping is a tool to help you view what it’s like from the customer viewpoint to experience their journey with your company, in their shoes. This is one of the most talked about aspects of the field of Customer Experience. Many companies endeavor to create a map […]

If a picture is worth a thousand words, what’s a movie worth?

No surprise, the answer is: a lot. A movie shows action, expression, emotions – details that can reveal much more about what is happening at any given moment. That is why when we went about designing our customer journey mapping software we decided to push our development team to do something quite different. Rather than […]