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How to create a customer experience strategy

Delivering a great customer experience is hard. And it’s even harder if you don’t have a well-defined customer experience (CX) strategy.

Some elements of CX strategy development receive a lot of attention and are typically done well – voice of customer research, customer journey mapping and service blueprinting, for example. But a comprehensive strategy goes much wider than this and some of the other components can be missed.

In this series, Jack Springman describes the key steps in detail, ultimately delivering a comprehensive guide to CX strategy creation.

Engagement
22nd Jun 2020

Why creating a good CX strategy is so hard

by
Jack Springman
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Fire bin strategy
Loyalty
9th Jul 2020

The problem with CX swapping strategy for religion

by
Jack Springman
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Prayer customer experience
Engagement
13th Aug 2020

Tailoring CX priorities to fit your strategy

by
Jack Springman
tailoring scissors CX priorities
Data
3rd Sep 2020

3 questions you must answer to create valuable CX

by
Jack Springman
Questions CX strategy
Engagement
21st Sep 2020

How to uncover your brand's hidden customer value

by
Jack Springman
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Treasure hidden value
Engagement
12th Oct 2020

5 risks you run by using behavioural science in CX

by
Jack Springman
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Dice customer experience risk
Engagement
4th Nov 2020

Do these traps mean journey mapping is a mistake?

by
Jack Springman
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Bear trap CX measurement

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