customer journey 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 to Embed a Customer Experience Framework
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How to Embed a Customer Experience Framework

Customer Experience Training, Customer Journeys, Customer retention and loyalty, CX Leadership, CX Measurement, CX Professionals, CX Strategy, People

How to Embed a Customer Experience Framework

In my exclusive column for CustomerThink in October 2016, I shared my ‘top tips’ for creating the right culture to enable an organisation to become genuinely customer centric. Whilst the list of seven things is by no means exhaustive, in my experience, together they provide a remarkably solid foundation to embedding the right environment and [...]

By Ian Golding|2017-01-18T06:02:06+00:00January 18th, 2017|Customer Experience Training, Customer Journeys, Customer retention and loyalty, CX Leadership, CX Measurement, CX Professionals, CX Strategy, People|0 Comments