customer experience management Archives

Customer Journey Management – it’s not just about the mapping!
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Customer Journey Management – it’s not just about the mapping!

Customer Journeys, CX Leadership, CX Measurement, CX Professionals, CX Strategy

Customer Journey Management – it’s not just about the mapping!

Customer Experience is now recognised as a profession – as I am sure many are bored with hearing me repeat over and over again! As with any profession, it is defined by a number of competencies, tools, techniques and methodologies that are recognised and practised by thousands of specialists around the world. It is a [...]

By Ian Golding|2018-10-16T11:35:16+01:00February 7th, 2017|Customer Journeys, CX Leadership, CX Measurement, CX Professionals, CX Strategy|8 Comments

How Well Do You Know Your Customer? Is There Any Point Creating Customer Personas?
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How Well Do You Know Your Customer? Is There Any Point Creating Customer Personas?

CX Strategy

How Well Do You Know Your Customer? Is There Any Point Creating Customer Personas?

Customer personas; buyer personas; call them what you will – businesses (notably marketing functions within them) have been creating and using this visual and descriptive method to ‘bring customers to life’ for many years. As Customer Experience has established itself across sectors globally, Customer Personas (if I may call them that) are now a core [...]

By Ian Golding|2016-08-01T11:00:54+01:00August 1st, 2016|CX Strategy|2 Comments