CX Definition: understanding what is happening throughout the customer’s journeyEnlighten leaders view CX as a way to do business, develop a strategy not a set of tactics like doing a journey mapUnderstand all interactions that leave impressionsWhat are interactions: every conversation, every time you connect, company website, mobile app, etc.Does experience meet the expectations coming into the interactions with a brandTreat CX as a mindset and discipline of doing businessMeaningful mindful moments, don’t tack on CXPlan for customer issues that may ariseBridge the transition from sales to services, address handoff in structured wayEmotion drives decisions, need a great experience throughout to advanceDon’t design for digital and non-digital customers differently, treat the sameYounger buyers view digital as personal and part of lifeNeed to address experience of staff that connect with customersImportant to tell vendors “In the moment” how experience is goingDon’t wait for after the buy to perform a survey, engage early
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