Valerie Peck
Valerie is a strategist and market development manager with more than 20 years of diverse experience delivering bottom-line results. She heads a marketing and customer experience management consultancy that focuses on coaching firms for both strategy and tactical execution. Her areas of expertise include go-to-market strategy, precision marketing, demand generation, customer journey mapping and CRM/Marketing Automation selection and management.
I am offering up a special study group program focused around the CXPA Blueprint for Customer Experience. It was designed to help introduce people...
Like customer experience (CX) more broadly, there are a number of platforms that create the ecosystem of tools available to manage and understand their...
We just finished teaching a class on CX driven Journey mapping to a large and very diverse group. It was really a fascinating...
In today’s internet-driven world, customers have more power than ever. If customers have a positive customer experience, they will share this experience with friends,...
Just like bookends, how CX can influence and support UX? Many companies have fully siloed groups that focus on CX – BIG PICTURE ! ...
When you are faced by an angry person, you will be either part of the problem or you can be part of the solution! The...
The Critical Questions: What, Who, Where, When, Why, and How? CX professionals are hearing a lot about Customer Journey Mapping these days, but with each...
Workshop Prep VOC/VOE/CX maturity survey Focused quantitative and qualitative insights to gauge your current state Tip: If available, start collecting benchmarks or competitor information Collect…
Ever wonder why there is such a gap between all the hard work you do in providing Voice of the Customer and Net Promoter...