Steven WaldenJun 1317 min'More Stories Like This, Fewer Stories Like That'. The only perception metric CX Professionals need Sensemaker is an approach to the collation of customer and employee/ stakeholder survey data via narrative (free text). The basic princip...
Steven WaldenFeb 2015 minThe five myths about emotion – and their implications for CX and AI professionalsRepurposed from: https://www.mycustomer.com/experience/engagement/the-five-myths-about-emotion-and-their-implications-for-cx-professional...
Steven WaldenDec 26, 20192 minMy BeliefsCustomer experience is 'the experience the customer has' no more no less: it always deals in the subjective world of the customer and its...
Steven WaldenDec 8, 20197 minJourney Mapping Needs CynefinAs a default Agile framework Cynefin is an ideal and well-respected approach (source: Dave Snowden and Cognitive Edge) that helps in the ...
Steven WaldenDec 7, 20195 minIf you want to deliver customer experience, then focus on co-creation Building a more customer centric organisation requires CX professionals to ditch the top down talk and focus more on the application of c...
Steven WaldenDec 1, 20195 minBuilding customer centricity into your digital transformationDigital transformation or any tech change for that matter needs to embed within its governance and compliance processes a customer centri...
Steven WaldenNov 30, 20194 minWant to know what customer experience means? Look no further than the dictionary How to define customer experience and what to do about it
Steven WaldenFeb 2, 20191 minAGILE CXCompanies are failing in their CX endeavours as they go for the big play. This is wrong. The most successful companies aim to build custo...
Steven WaldenAug 31, 20181 minRELATIONAL INTELLIGENCERelational intelligence refers to a set of technologies and methodologies that build conversational logic into your digital and offline i...
Steven WaldenAug 18, 20181 minSTAKEHOLDER EXPERIENCE DESIGNJourney Maps are design tools, period. They must therefore be treated as a means by which we achieve new experience designs and input con...
Steven WaldenAug 18, 20181 minMEASURING CUSTOMER EXPERIENCECustomer experience is the experience the customer has. It is not about summing all touchpoints. Context is king and building sensitivity...
Steven WaldenAug 18, 20181 minCO CREATION PLATFORMSCo-creation platforms are critical to customer experience management. How we interface between stakeholders is enabled by these communiti...