Mitch Belsley
Understanding Customer Journey Maps
A great journey map helps us visualize an experience and share that vision across a team or company. This guide is your introduction to the basics: why journey maps are important and how to be great at them so that every member of your...
What is Customer Experience Management?
Understanding Customer Experience Management Great Customer Experience Management (CXM) requires coordination across all of the functions of a company. This guide is your introduction to the basics: why CXM is important and how to be great at it so that your company’s customer experience can...
Get Scientific about Managing Moments of Truth
James Dodkins the CX Rockstar recently put out a video detailing the 5 Dimensions of Moments of Truth where he briefly outlined how to manage Moments of Truth (MOT’s) based on 5 simple and measurable dimensions. We wanted to delve deeper into these...
Operationalize Your Customer Experience Journey Map
source: The Experience LLC So you’ve spent lots of money gathering all of your Voice of the Customer data. Then you’ve hired an outside consultant to come in and run a journey mapping workshop. But after the workshop is over and you’ve rolled up your...