According to the Design Management Institute’s Design Value Index, design-driven companies have maintained a significant stock-market advantage, outperforming the S&P 500 by an extraordinary 219 percent over the past ten years.
Valerie Peck
Harvard Business Review on Customer Journeys
We love it when we see further validation of the work we have been doing for so long. Harvard Business Review weighs in on the power of customer journeys in helping companies to differentiate via excellence in customer experience.
Valerie Peck
New is not always better
Our latest SlideShare about how acquisition strategies must be balanced with strong retention and loyalty programs in order to maximize profitability. Check it out and share!
Darcy Bevelacqua
A Journey Mapping Glossary
Terms associated with Journey Mapping Every discipline has its own set of rhetoric, catch-phrases and dreaded TLAs (three-letter acronyms). We thought we would take a moment to define some of the terms that are commonly used within the customer experience and journey mapping disciplines. 360 …
Valerie Peck
Guest Post from David Raab on suitecx
David M. Raab, marketing technology consultant and analyst, is Principal at Raab Associates Inc. His blog is named for the Customer Experience Matrix, a tool to visualize marketing and operational interactions between a company and its customers. He is also author of the annual Raab …
Anne Cramer
A Graceful Goodbye
I won’t let the door hit me on my way out If you love somebody, set them free. It’s not just a Sting lyric, but also a wise CX philosophy! Today was admin day, the day to deal with invoices, billing, etc. Leading a startup …
Valerie Peck
360 Degree Customer Experience Webinar
We are thrilled to be collaborating with Data University on various CX topics, the first of which features Valerie and our recent thought leadership on how to achieve a holistic customer experience.
Valerie Peck
Mobile Carrier Road Rage – a #sweetcx and #sourcx comparison
Sweet and Sour CX This is the first publishing in of a new program we are launching at suitecx to highlight customer experiences at a more personal level. Many of us work with story telling as a tool in our practices and companies but rarely …
Anne Cramer
Now What? Executing on your CX Strategy
I spoke recently at the Total Digital Experience conference in San Francisco on a topic we haven`t seen a lot of in the CX world: how to actually execute once you have a CX strategy/team/toolset in place. Here`s a link to the SlideShare, which includes …
Valerie Peck
Frequently Asked Questions about Customer Journey Mapping
We put together this deck to help explain the powerful tool that is Customer Journey Mapping. We have over 50 combined years of experience conducting mapping exercises with our clients, yet for many it`s still a very new concept. Here is the best of our …