Category: customer journey maps

How To in 4 Days Transform Your CX Success with ACX Master® Online Live Class on April 25-28!

Are you looking for a way to enhance your customer experience? Do you want to become a qualified Accredited Customer Experience Master?


Look no further than our 4-day online live program!
Our program introduces and coaches you with ‘state of the art’ tools and techniques from the CEMMethod, a proven, tried and tested approach to enhancing customer experiences.

You will complete offline exercises, ideally based on your work, and on successful completion of ten exercises, you will become a qualified Accredited Customer Experience Master®.

Through your work you will then immediately be able to deliver the Triple Crown of benefits – lowering costs, growing revenues, improving service and increasing customer loyalty.



Imagine having the ability to deliver exceptional customer experiences through your organization’s processes, people, and systems. Our program connects you with the means to do just that. You’ll have access to the latest insights and strategies to take your customer experiences to the next level.

Join over 140,000+ professionals who have already taken the first step towards becoming Accredited Customer Experience Masters.
Sign up for our 4-day online live program today and start transforming your customer experience success!

https://bit.ly/GCCACXP

RECOMMENDED QUALIFICATION:
The Accredited Customer Experience Professional® (ACXP): https://bit.ly/GCCACXP

If you want to check if your colleagues are already qualified do a search with #ACXP on Linkedin.

Review the extensive options from the BPG: https://www.bpgroup.org

Connect with the author: https://linktr.ee/SteveTowers

Review the Twelve Frequently Asked Questions associated with Customer Experience Management are discussed with supporting videos and decks at www.bpgroup.org/cxfaq.html

Unlock the Benefits of Customer Experience Management: 12 FAQs Answered

Customer Experience Frequently Asked Questions – the first we look at is ‘What is Customer Experience Management?”

This and eleven other Frequently Asked Questions associated with Customer Experience Management are discussed with supporting videos and decks at www.bpgroup.org/cxfaq.html

So what exactly is Customer Experience Management (CEM)?

Customer Experience Management (CEM or CXM) is a strategic and operational approach commonly used as a competitive differentiator. It involves aligning every aspect of an organisation towards delivering customer needs and successful outcomes no matter how far removed the customer is perceived to be.

This includes:

  • Customer journey – what the customer does, expects and feels.
  • Customer Interactions.
  • Supporting internal process.
  • Associated team and hierarchy structures.
  • Performance metrics.
  • Digital capabilities.
  • Vision, mission & strategy. 

​Typically, companies who engage in Customer Experience Management activities outperform those who do not.

Customer Experience Management (CEM) is the practice of proactively managing customer interactions, perceptions, and emotions to create positive customer experiences throughout the customer journey.

It involves understanding customer needs, preferences, and expectations and then creating tailored experiences that meet these needs, that are memorable and leave a lasting impression.

​CEM also requires connecting the customer experience to the means of delivery, such as the organisation’s people, processes, and systems. This means that CEM requires a comprehensive understanding of the customer journey and ensuring that the organisation’s people, processes, and systems can work together to provide a seamless experience that meets customer needs and expectations.
Additionally, CEM requires a focus on developing customer relationships and fostering loyalty by providing ongoing support, feedback, and value

Enhance your customer experience career with a Certified Journey Management Professional® qualification. 
Get the info you need at https://www.cjmplus.com

Enhance Your Customer Experience expertise with the CJMP® qualification

Review the Customer Experience FAQs

Customer Experience Management FAQs – BPG (bpgroup.org)

RECOMMENDED QUALIFICATION:
The Accredited Customer Experience Professional® (ACXP): https://bit.ly/GCCACXP

If you want to check if your colleagues are already qualified do a search with #ACXP on Linkedin.

Review the extensive options from the BPG: https://www.bpgroup.org

Connect with the author: https://linktr.ee/SteveTowers

Review the Twelve Frequently Asked Questions associated with Customer Experience Management are discussed with supporting videos and decks at www.bpgroup.org/cxfaq.html

Discover 23 Must-Attend Top-Notch Customer Experience Conferences in 2023!

Overview of customer experience featuring 23 must attend conference in 2023

As a business leader, you know the importance of customer experience (CX) and its impact on your success. But do you know about the must-attend customer experience conferences for 2023?

Must-Attend Customer Experience Conferences in 2023

Now that you know the importance of customer experience, let’s take a look at the must-attend customer experience conferences in 2023:

January 2023

February 2023

March 2023

May 2023

June 2023

July 2023

August 2023

September 2023

October 2023

These conferences are great opportunities to learn the latest strategies in customer experience, network with other industry professionals, and gain invaluable insight into the customer experience industry.

Conclusion

Customer experience is an essential part of any business’s success. It involves understanding customer needs and developing strategies to meet those needs. It also involves creating customer-centric strategies, setting customer goals, and measuring customer satisfaction.

Attending customer experience conferences is a great way to learn the latest strategies in customer experience, network with other industry professionals, and gain invaluable insight into the customer experience industry.

Review these 23 top-rated CX Conferences for 2023 to start your journey to become a customer experience expert!

Connect with me: https://linktr.ee/stevetowers

Changing While Achieving Stretch Goals (Case study) 👍

It’s difficult to imagine implementing significant change within a large multi-national B2B organisation while dealing with the complexities of COVID and supply chain issues. However, this case study achieves the triple crown of business benefits by increasing revenue, decreasing costs, and significantly increasing value by reducing “time to respond.”

silhouette man standing on road against sky during sunset
Photo by Pixabay on Pexels.com

This organisation achieved outstanding results by taking an outside-in approach to customer outcomes and driving results through goal-driven collaboration. As a result, they were able to expand on a large scale during the COVID period.

Let’s take a look at this case study: https://lnkd.in/dZCqFfDZ

Five key ideas to liberate your Customer Experience efforts (and invites to London and Australia)

Hello again guys, 


We have had a real busy couple of weeks with several well received articles below. Also the PEX 2016 event has now taken completed.

As usual for the Annual event we had a strong presence (talks, workshops and awards) so hopefully you enjoyed the event. Now to turn our eyes to London (April) and Australia (July) there as well for a terrific networking occasion. See the invites below…


…Customer Experience Management…
http://www.successfulcustomeroutcomes.net/2015/09/how-do-you-make-customer-experience.html

…Customer Journey Maps…
http://www.successfulcustomeroutcomes.net/2015/09/customer-journey-maps-in-cul-de-sac.html

…Holacracy – Fad or Freedom…
http://www.successfulcustomeroutcomes.net/2015/08/holacracy-fad-or-freedom_30.html

…Certified Process Professional Level 5 (CPP Masters)…
http://www.successfulcustomeroutcomes.net/2015/08/certified-process-professional-level-5.html

…Linking Process with Strategy…
http://www.successfulcustomeroutcomes.net/2015/08/how-can-you-link-process-with-strategy.html

…Process and Customer Experience should already be top of your agenda so further enhance your understanding and get the latest insights, tools and techniques…

UNITED KINGDOM – April 25-27: http://www.opexweekeurope.com/
AUSTRALIA – May 24-26: http://www.customerexperienceevent.com.au/


Customer Experience Management – 5 Key Ideas to ensure Success

Hello again guys, 

we have had a real busy couple of weeks with several well received articles below. Also the PEX 2016 event has now taken completed.

As usual for the Annual event we had a strong presence (talks, workshops and awards) so hopefully you enjoyed the event. Now to turn our eyes to London (April) and Australia (July) there as well for a terrific networking occasion. See the invites below…


…Customer Experience Management…
http://www.successfulcustomeroutcomes.net/2015/09/how-do-you-make-customer-experience.html

…Customer Journey Maps…
http://www.successfulcustomeroutcomes.net/2015/09/customer-journey-maps-in-cul-de-sac.html

…Holacracy – Fad or Freedom…
http://www.successfulcustomeroutcomes.net/2015/08/holacracy-fad-or-freedom_30.html

…Certified Process Professional Level 5 (CPP Masters)…
http://www.successfulcustomeroutcomes.net/2015/08/certified-process-professional-level-5.html

…Linking Process with Strategy…
http://www.successfulcustomeroutcomes.net/2015/08/how-can-you-link-process-with-strategy.html

…PEX Week is back…
with one mission to accomplish: To empower visionaries across the globe to lead meaningful business transformations 
http://www.pexweek.com


Do you want to get in the picture? Join us soon at a session in a city near you…


Join us to learn the Secrets of Apples, Googles, Zara, Zappos and Amazons success

Certified Process Professional Masters  Champions (CPP-Master) Program

An internationally recognized program with proven track record delivered by been there and done it coaches more than 150 times, in 57 cities with delegates from 108 countries.
The program, now in its tenth year, utilizes the BP Groups approaches and framework to help you and your organization win the triple crown – simultaneously reduce costs, grow revenues and enhance service.
Producing Immediate and sustainable business results across any industry and sector.

Become a qualified CPP-Master and demonstrate your professionalism http://www.bpgroup.org/book-class.html

Customer Journey Maps in a cul de sac

Faddy time again. Now don’t get me wrong we really do need to understand the customer, what

 

constitutes success and how we should play the game to win the triple crown consistently. What I don’t get with is this fascination with pretty diagrams full of fancy graphics and arrows purporting to be Customer Journey Maps.

 

Oh I know the top team were sold the idea by some new age consultancy who with religious zeal often get engaged to map our customer journeys across the enterprise. Swathes of people can get sucked into these workshops which then produce an output that certainly looks pretty, and may well be understood at a very abstract level.

Worst of it is the task then of actually integrating the CJM’s into the real business, the nuts and bolts of process, systems and people. And of course we typically discover the CJM guys don’t do that stuff, you need to engage an expert for that.

So how do we break this cycle of wasted money, exhausted resources and mislead top teams? How can we produce, from the get go, representations that talk to the top team, architects, process people, systems guys and people people? Is there a way to produce a unified picture that we can all relate to?

Let me share two short videos that I hope for you and many more shine some light into these very murky shadows.

Steves view on Customer Journey Mapping
http://youtu.be/vccl-OkdjI0

And what is the best way to deploy Customer Journey Maps
https://youtu.be/KaMwqVkkH5c

 

 
Do you want to get in the picture? Join us soon at a session in a city near you…

 

Join us to learn the Secrets of Apples, Googles, Zara, Zappos and Amazons success

Certified Process Professional Masters & Champions (CPP-Master) Program

 
An internationally recognized program with proven track record delivered by been there and done it coaches more than 150 times, in 57 cities with delegates from 108 countries.
Now in its tenth year, the program utilizes the BP Groups approaches and framework to help you and your organization win the triple crown – simultaneously reduce costs, grow revenues and enhance service.
Producing Immediate and sustainable business results across any industry and sector.
 
Become a qualified CPP-Master and demonstrate your professionalism http://www.bpgroup.org/book-class.html
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 

 

Customer Journey maps v. Process modeling

As good as journey maps can be?

We all need a better picture, one that represents both the outside and the in. A representation that brings a clear view of the customer, their interactions and the resulting internal dialogue across people, systems, process and rules. That is what we have here. Something new. Something shiny. And…. something proven.



Certified Process Professional Masters (CPP-Master) Program
Orlando USA March 16-20, Denver USA March 23-27, Dubai UAE Apr 12-16http://www.bpgroup.org/book-class.html
An internationally recognized program with proven track record delivered by been there and done it coaches more than 130 times, in 52 cities with delegates from 105 countries.
The program, now in its tenth year, utilizes the BP Groups approaches and framework to help you and your organization win the triple crown – simultaneously reduce costs, grow revenues and enhance service.
Producing Immediate and sustainable business results across any industry and sector.
Become a qualified CPP-Master and demonstrate your professionalismhttp://www.bpgroup.org/book-class.html