This Is CX

In our twelfth episode, we dive into a discussion around business agility and innovation, what it is, why its important for companies to begin adopting this model, some first steps that can be taken to make the changes, and how these concepts support organizations' customer experience transformations. As part of this discussion, we talk about a recent article about Amazon's CEO describing how its most popular feature was not something asked for by customers, and highlight some different innovation design toolkits that are publicly available.

In our eleventh episode, we discuss the art of the survey, CX professionals go-to tool to begin measuring customer experience, specifically to understand what makes up a good survey and how we can start to reduce the dreaded survey-fatigue. In addition, we chat a little bit about some of the issues United has dealt with and talk about text analytic tools to help analyze surveys.

In our tenth episode, we begin exploring the foundational Voice of the Customer capability, including what it is, why it’s important, how to build a program for it (including our "LARA" framework), and how to take action based on the feedback. We wrap up by talking about Enterprise Feedback Management (EFM) tools to help execute VoC programs.

In our ninth episode, we discuss how organizations can begin measuring CX, or the customers’ "perception" of experiences with an organization, including the different types and levels of metrics. We also talk about the "unintended consequences" that result when redesigning experiences through the newer Starbucks mobile ordering experience. We finish by talking about CX Scorecards as our tool of the week.

In our eighth episode, we conclude our two-part series focusing on customer journey mapping by talking about the different uses of journey mapping, including making strategic business decisions and executing organizational CX governance. We also talk about how we use journey mapping to identify key metrics used to measure CX, and the future of journey mapping.

In our seventh episode, we begin a two-part series focusing on customer journey mapping, a key tool use by CX professionals, including the different ways we use journey maps to help organizations understand their current experiences and begin designing future experiences. We also comment on some of the mergers and acquisition activities and its impact on customer experience for Virgin America, and talk about customer "jobs to be done" to help organizations understand what customers are actually trying to do by using their products and services.

In our sixth episode, we discuss ways to tie customer experience back to a quantifiable ROI, and the components necessary for building a successful CX business case. We also discuss some of the behavioral economic theories behind recent events with Uber in our "CX in the News" segment.

In our fifth episode, we take some time exploring one of our primary customer research tools, customer personas, including what it is and our methodologies for developing them - both quantitatively and qualitatively. We also highlight who we follow and what we read to keep up the latest CX happenings, and talk about how companies can gather customer feedback through our "CX Tool of the Week" highlight of "customer diaries".

In our fourth episode, we have our first guest host - Pat McClure, Principal in West Monroe Partners CX Strategy practice - to help us talk about Customer Research Methods, what they are, how they can be used, and talks about our "Triangle of Truth" POV. We return to our "CX in the News" segment to talk about Nordstrom and the perception challenges they've recently faced, and highlight the importance of using "observations" in our "CX Tool of the Week" segment.

In our third episode, we explore the different core CX competencies that organizations need to build within to ensure overall success of the CX programs, including Strategy, Design, Measurement, Governance, and Customer-centric Culture. We talk about some of our daily experiences through the use of "clues", and we highlight maturity models as our CX Tool of the Week.