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Press Release: Heart of the Customer and Usermind Partner to Accelerate CX Innovation for Enterprises

SEATTLE, Jan. 22, 2020 /PRNewswire/ — Heart of the Customer (HoC), one of the nation’s leading journey mapping consultancies, and Usermind, a pioneer in Experience Orchestration (XO), today announced a strategic partnership that will revolutionize how businesses map, orchestratNe, and optimize their customer journeys. The demand for ROI on experience-focused initiatives is higher than ever before, and Forrester predicts one in four […]

Measuring “ROE” – Return on Ease

ROI is the Holy Grail for customer experience (CX) programs – an elusive target that can validate your program and lead to greater influence.  Unfortunately, focusing on that big goal can be overwhelming. So for today, let’s target our efforts a bit more modestly, focusing on gains made through making it easier to be your […]

Worst Example of Inside-Out Thinking Contest

As CX leaders, fans and enthusiasts, we naturally believe that everybody should embed the voice of the customer in decision-making. Unfortunately, we know that isn’t always a reality. Sometimes, companies “follow their gut,” doing things that clearly don’t stem from customer needs. So we’re reaching out to you in the CX community. What is the […]

What Wells Fargo (and the Rest of Us) Can Learn from Samsung

“Who knows what happened to us two years ago?” Wells Fargo’s Chief Marketing Officer Jamie Moldafsky (I originally wrote about this here) “Who’s heard of our product, the Note 7? [pause] Yes, pretty much everybody, in every plane trip, for about a year.” Michael Lawder, SVP, Customer Care, Samsung Electronics America Both these speakers began their […]

What is the Right Level of Granularity for Your Customer Journey Map?

Two weeks ago I hosted a webinar with Intouch Insight (you can view the recording here), and I was blown away with all of the good questions we had. We left fifteen minutes for Q&A and weren’t even able to get through everything! Samuel, in particular, asked two good questions we often hear from companies […]

Stop Bribing Your Employees for Good NPS Scores

We’re early in Customer Experience (CX) capability development, and I absolutely love it! We’re discovering the best practices that our successors will take for granted; “of course that’s how you do it.” Unfortunately, being in this early stage means that some “best practices” aren’t. Some actually hinder the goal of improved CX – to create loyal customers who love […]

Moving up Gartner’s CX Pyramid with Journey Mapping

Last week I wrote about the Gartner CX Pyramid, an interesting maturity model. This week I’ll go into how to use journey mapping best practices to move up the model based on Gartner’s description of the model on their public website. Selecting the right journey mapping approach requires you to understand where you are on […]