Experience Matters Blog
Research Recap: B2B CX Best Practices – Embedding Actionable Insights into Key Processes
This blog post shares key findings from “B2B CX Best Practices: Embedding Actionable Insights into Key Processes,” which identifies 5 processes where CX teams can embed XM capabilities to sustain strong B2B customer relationships.
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Using Journey Maps to Define Listening Posts
Journey maps allow you to connect the most important journeys for any type of experience. Even a basic map can be used to architect a more effective listening program. Starting mapping with the four W's: Why, When, Who, and What.
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Existing Metrics Aren’t Enough for Customer-Centric Strategy
To really measure how customers view your brand, you must understand the environment that they are making decisions in. Use relative metrics to track the experiences your customers are having with you, relative to your competitors and substitutes.
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Happy CX Day! Five Ways to Celebrate
Today is Customer Experience (CX) Day, a global celebration of great customer experience and the people who make it happen. We provide 5 recommendations for celebrating this holiday, even if you don’t have plans already.
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Three CX Principles That Can Help Propel EX
HR professionals looking to a more consumer-like approach to designing and delivering experiences for employees can learn a lot from customer experience. In this post, we share three CX principles that you can adopt to propel EX management.
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Research Recap: ROI of Customer Experience, 2020
This blog post shares key findings from “ROI of Customer Experience, 2020,” which examined feedback from 10,000 U.S. consumers to understand the strength of the relationship between customer experience and loyalty.
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The Five Questions of Journey-Centric Thinking
While journey maps can provide incredible value, it’s not practical to map all potential journeys. To enjoy the benefits of a journey map without all the work, train people to consistently ask and answer the 5 questions of Journey-Centric Thinking.
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B2B CX Management Efforts Have Room to Improve
How can B2B organizations adjust to increasingly high customer expectations? By embracing customer experience. In this post, we share data from CX professionals on the state of B2B CX and what differentiates leaders from laggards.
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Questions About Government CX, with Answers for All CX Programs
No matter where you're from or what industry you're in, you're probably asking the same question as other CX professionals. In this post, we answer frequently asked questions from CX professionals that apply to programs of all kinds.
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Five Tips for Using Our XM Maturity Assessments
Are you getting the most out of our XM maturity assessments? Follow these five tips on how to present assessments and results to successfully build alignment among stakeholders and demonstrate the value of XM.
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