Experience Matters Blog

October 22, 2020

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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October 13, 2020

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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October 8, 2020

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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October 6, 2020

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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September 22, 2020

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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September 17, 2020

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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September 16, 2020

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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August 24, 2020

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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August 13, 2020

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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August 11, 2020

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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