The purpose of an Operating Model from a CX perspective
An Operating Model is not just a set of processes that guide an organization's daily operations, but a strategic framework that integrates people,...
Customer Experience (8)
Achieve excellence with CXM practices and strategies
Customer experience management (CXM) is the discipline of designing, measuring and continuously improving every interaction a customer has with a...
Innovation? Please come back when you have something more original
Innovation is a change that creates measurable value for customers and for the company, not merely a change that is new. The word has been stretched...
Process Mining for Real-Time Business Process Optimization
Process mining is a data-driven discipline that analyzes the event logs generated by systems such as ERP and CRM to reveal how business processes...
Customer Experience: CX Design and Its Business Benefits
Customer experience design (CX design) is the practice of understanding customers' needs, expectations and emotions across every interaction with a...
“Interface vs. Experience” and other myths
User experience and user interface are not the same thing. The interface is what people see and touch, while the experience is everything they feel...
Definition of Customer Experience: What CX Means for Business Today
Customer experience (CX) is the sum of what a customer perceives, feels and remembers across every interaction with a company, before, during and...
What is Service Blueprint and why use it to improve CX?
A service blueprint is a visual tool that maps a customer's experience with a service, showing the steps and touchpoints the customer goes through...
What is Customer Experience and what is it for?
Customer experience (CX) is the set of feelings and perceptions customers form about a company across every interaction with its brand, before,...
Customer Experience Design and how does it benefit your business?
ICX Consulting, a commercial strategy and customer experience firm, helps companies use customer experience design to grow revenue and protect...
Content added to ICX Folder
