Foundational Steps News Today

We share several characteristics that we think are essential for CX leaders to have, wherever they reside within the organization.

Treasure Data has partnered up with Sinch to create customer experiences across multiple channels.

CMSWire's CX Decoded catches up with Luis Angel-Lalanne with American Express, to discuss moving beyond transactional customer listening strategies.

Journey mapping is all about determining what matters to the customer, and not so much what you think matters for your customer.

CMSWire's own DX Summit Spring conference was last week and here we share 7 of the biggest takeaways from the event.

Now that we’ve laid out the foundational steps for customer journey mapping, it’s time to look into the execution aspect. Steps 4, 5 and 6, if you will. That’s going to take customer journey map maintenance and management, governance for multiple stakeholders, insights into how your maps evolve and the sophistication of your understanding of your customers, according to Noz Urbina of Urbina Consulting. “Thats when were getting really serious,” he said. “It is commo...