The CX Plus EX Recipe
Combining your customer experience and employee experiences can have a tremendous impact on your overall experience efforts. But what does that look like from the data perspective – how do they link a...
23 Touko 202328min
Easing the Burden
It's safe to say that most people are feeling the effects of today's economy. Dealing with financial issues can create a great deal of stress. Families are penny-pinching and, in many cases, grappling...
16 Touko 202324min
CX Center of Excellence
As our profession continues to mature and more organizations adopt customer-centric cultures, CX pros often need a way to maintain alignment between their customer experience programs and other compan...
9 Touko 202327min
The Journeys Within the Journey
Journey mapping: that tried-and-true exercise of discovering your strengths as a company and the places in your customer's journey where things could be improved. It's a great tool to identify pain po...
2 Touko 202336min
The Digital Patient Experience
We've been talking more about the patient experience on this show and how CX practices can be applied in the healthcare industry. In fact, Walker just released a report on the subject: "PX: Designing ...
25 Huhti 202328min
From the "Whats" to the "Hows"
There are so many times on this show that our guests have described their customer experience efforts as living within their marketing department, and there are good reasons to practice CX in that str...
18 Huhti 202328min
The CX Iceberg
Creating seamless experiences is one of many goals of CX pros. But what should be perceived by the customer as a smooth experience can sometimes create complicated processes for the company – like the...
11 Huhti 202326min
The Inclusive Experience
People in general want to do good things for others. But it's easy to assume that everyone sees the world with similar eyes. We live in a diverse world with people that have different needs, so it's i...
4 Huhti 202325min
