Customer Centricity and CX Design

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    Operational Satisfaction Score (Op-SAT): a CX measure for the Human-Tech interface
    Steven Walden
    • Mar 17
    • 5 min

    Operational Satisfaction Score (Op-SAT): a CX measure for the Human-Tech interface

    By using human insight together with technology companies can define an Operational Satisfaction score (Op-SAT). Such a metric enables...
    52 views0 comments
    If you want to measure customer experience, use Cynefin
    Steven Walden
    • Mar 5
    • 20 min

    If you want to measure customer experience, use Cynefin

    Customer experience (CX) is a complex mix of what customers think-feel and do. So, when it comes to managing CX, which metrics should we...
    108 views0 comments
    Which customer journeys to select? Think holistic as well as discrete
    Steven Walden
    • Jan 30
    • 2 min

    Which customer journeys to select? Think holistic as well as discrete

    Alongside deciding who the customer is and how to develop their personas, another key question for CX professionals is: which customer...
    7 views0 comments
    Technology first or feedback first? Both need the customer in the loop or your CX programmes fail
    Steven Walden
    • Jan 30
    • 6 min

    Technology first or feedback first? Both need the customer in the loop or your CX programmes fail

    Customer experience management (CXM) is a highly confused affair. However, you can cut through the nonsense if your remain laser focused...
    5 views0 comments
    'More Stories Like This, Fewer Stories Like That'. The only perception metric CX Professionals need
    Steven Walden
    • Jun 13, 2020
    • 17 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...
    16 views0 comments
    The five myths about emotion – and their implications for CX and AI professionals
    Steven Walden
    • Feb 20, 2020
    • 15 min

    The five myths about emotion – and their implications for CX and AI professionals

    Repurposed from: https://www.mycustomer.com/experience/engagement/the-five-myths-about-emotion-and-their-implications-for-cx-professional...
    23 views0 comments
    Steven Walden
    • Dec 26, 2019
    • 2 min

    My Beliefs

    Customer experience is 'the experience the customer has' no more no less: it always deals in the subjective world of the customer and its...
    65 views0 comments
    Journey Mapping Needs Cynefin
    Steven Walden
    • Dec 8, 2019
    • 7 min

    Journey Mapping Needs Cynefin

    As a default Agile framework Cynefin is an ideal and well-respected approach (source: Dave Snowden and Cognitive Edge) that helps in the...
    203 views1 comment
    If you want to deliver customer experience, then focus on co-creation
    Steven Walden
    • Dec 7, 2019
    • 5 min

    If 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...
    95 views0 comments
    Building customer centricity into your digital transformation
    Steven Walden
    • Dec 1, 2019
    • 5 min

    Building customer centricity into your digital transformation

    Digital transformation or any tech change for that matter needs to embed within its governance and compliance processes a customer...
    34 views0 comments
    Want to know what customer experience means? Look no further than the dictionary
    Steven Walden
    • Nov 30, 2019
    • 4 min

    Want to know what customer experience means? Look no further than the dictionary

    How to define customer experience and what to do about it
    129 views0 comments
    AGILE CX
    Steven Walden
    • Feb 2, 2019
    • 1 min

    AGILE CX

    Companies are failing in their CX endeavours as they go for the big play. This is wrong. The most successful companies aim to build...
    5 views0 comments
    RELATIONAL INTELLIGENCE
    Steven Walden
    • Aug 31, 2018
    • 1 min

    RELATIONAL INTELLIGENCE

    Relational intelligence refers to a set of technologies and methodologies that build conversational logic into your digital and offline...
    10 views0 comments
    STAKEHOLDER EXPERIENCE DESIGN
    Steven Walden
    • Aug 18, 2018
    • 1 min

    STAKEHOLDER EXPERIENCE DESIGN

    Journey Maps are design tools, period. They must therefore be treated as a means by which we achieve new experience designs and input...
    2 views0 comments
    MEASURING CUSTOMER EXPERIENCE
    Steven Walden
    • Aug 18, 2018
    • 1 min

    MEASURING CUSTOMER EXPERIENCE

    Customer experience is the experience the customer has. It is not about summing all touchpoints. Context is king and building sensitivity...
    5 views0 comments
    CO CREATION PLATFORMS
    Steven Walden
    • Aug 18, 2018
    • 1 min

    CO CREATION PLATFORMS

    Co-creation platforms are critical to customer experience management. How we interface between stakeholders is enabled by these...
    5 views0 comments

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