Valerie Peck

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 to the broad view of CX and to help them review for the CCXP exam. For those of you just interested...

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 Customers’ experience. The confusing part is that a number of tools all call themselves “Customer Journey Tools” which tends to...

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 class – smart and discerning. There were a number of common questions and comments from both beginning and...

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, family, and connections, which in turn can lead to new business. All at zero cost. But what happens if you...

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 ! and UX – Digital Marketing or Transformation. This results in a gap in both strategy and execution. Many...

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 most important thing to remember when dealing with a difficult person is not to escalate the person’s anger. Use a...

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 new wave of ideas, there comes confusion surrounding it. As expert practitioners of journey mapping for over 15 years, we...

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 what is planned or already inflight Segmentations, CJM work, communications, campaigns by lifecycle etc. Tip: Company-wide - what do you…

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 Scores to your internal partners and then not being able to see how that in turn results in enabling the...

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