In our seventh episode, we begin a two-part series focusing on customer journey mapping, a key tool used by CX professionals, including the different ways we use journey maps to help organizations understand their current experiences and begin designing future experiences. We also comment on some of the mergers and acquisition activities and its impact on customer experience for Virgin America, and talk about customer "jobs to be done" to help organizations understand what customers are actually trying to do by using their products and services.
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Each episode includes a discussion on a key CX topic, while also highlighting tools that CX practitioners can use, and how CX helps address key challenges our clients are facing.
From gut feel to data-driven: Why pricing strategy is critical for high-tech and software firms
Rising to the Occasion: What Patient Centricity Means in Life Sciences and How to Achieve It