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What is Customer experience?


Gartner defines customer experience as the customer’s perceptions and related feelings caused by the one-off and cumulative effect of interactions with a supplier’s employees, systems, channels or products.

Principles of customer experience

Experiences must be deliberately designed, great experiences don't often happen by accident and are unlikely to be consistent. A consistent experience is key across these three primary areas.

Meet Needs
Experiences must meet the needs of your customers, understanding needs should happen through a range of approaches including VOC programmes, customer advisory groups etc.

Reduce effort
Experiences must be designed to reduce effort and become friction-less where appropriate

Enjoyable
Experiences must help build advocacy through rich and engaging interactions

Why is experience management important?

Research shows a strong correlation between financial success and companies who offer great customer experiences.

Key Topics

  1. Who are we? What is your why?
  2. Vision/Mission
  3. Customer-Centric Culture
  4. Employee Experience
  5. Voice of the Customer/Employee
  6. Leadership approaches
  7. Customer Service
  8. Customer needs through Insight, and Understanding
  9. Organizational Adoption and Accountability
  10. Customer Experience Strategy
  11. X data vs O data
  12. Human centred design
  13. Metrics, Measurement, and ROI
  14. Blockchain and Artificial intelligence

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