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Valerie Peck

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.

CX Knowledge Series: 6 Building Blocks from Subject Matter Experts

I am offering up a special study group program focused around the CXPA Blueprint for Customer Experience. It was designed to help introduce people...

The Ecosystem of CX Solutions

Like customer experience (CX) more broadly, there are a number of platforms that create the ecosystem of tools available to manage and understand their...

How complex does a journey map need to be?

We just finished teaching a class on CX driven Journey mapping to a large and very diverse group. It was really a fascinating...

How CX Influences and Informs Digital Product Management

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,...

How CX Influences and Informs UX

Just like bookends, how CX can influence and support UX? Many companies have fully siloed groups that focus on CX – BIG PICTURE ! ...

Managing the “Hill of Anger”

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...

Customer Journey Mapping

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...

Running an Agile CJM Workshop Agenda, Prep and Tips

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…

Mine or Mind the Gap?

Ever wonder why there is such a gap between all the hard work you do in providing Voice of the Customer and Net Promoter...

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