CX LabNotes Blog ( September 2016 )

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Five things you need to know about customer journey mapping and VoC

September 29, 2016

I recently participated in a webinar with Bruce Temkin in which we explored customer journey mapping, Voice of Customer and how they combine to create great customer experiences. Bruce has been studying how different companies approach CX for a number … Continue reading

Four reasons collaboration on VoC improves CX

September 16, 2016

Gartner asserted last year that CX has become the new competitive battlefield in a much-quoted report. Despite the attention-grabbing heading, there is a lot of truth in what they said: organizations are now falling over themselves to deliver better customer experiences … Continue reading

How to create best-in-class customer journey maps

September 9, 2016

“Customer journey mapping” is a hot phrase right now in the CX industry and there is a massive appetite to fully understand how customers move through the buying cycle using this method. However, there seems to be significant confusion about how … Continue reading

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