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Amazing Offer from UXPressia for CEM Africa Summit Delegates

UXPressia is BrandLove’s favourite Journey Mapping tool! About them: We love making services and products better – and customer journey is one of our favourite techniques. We created UXPressia to make our job easier without spending extra time on making CJMs beautiful. We hope it makes yours easier too Amazing CEM Africa Summit Offer 80 coupons “brandlove_workshop_1m”. Each of this …

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Workshop at CEM Africa 2017 – The chief customer officer playbook – Executive Master-class

This master-class will give you as a leader an overview of what is required to lead customer experience transformation in a complex business environment. The agenda will include: 1. Understanding how your customer experiences your brand today. 2. Creating alignment in the organization on the customer experience efforts. 3. Looking at customer experience maturity frameworks to assess where your organization …

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Workshop at CEM Africa Summit 2017 – The art and science of facilitating customer journey mapping

Duration: 60 minutes Summary: This workshop will provide an overview of the skills required and process followed to facilitate an extraordinary journey design session. o You will be taken through the process of defining the outcomes of your journey mapping session, o Selecting the appropriate audience for the session o Planning and preparing and running a journey design session This …

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The Customer Experience ripple effect

In celebration of Global CX Day on 5 October 2016 it is perhaps time to look at Customer Experience with a different lens on …   Almost daily we hear “I hate calling call centres, they are useless” or  “Don’t even bother going to that shop, the queues are horrendous”. We sometimes see customers lose it completely (it happens to …

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Celebrating Global Customer Experience Day on 5 October 2016 – a tribute to brand warriors!

As 5 October approaches, Customer Experience professionals worldwide are preparing for a celebration of acknowledgement, knowledge sharing and showcasing of Customer Experience stories from around the globe.   As each time zone awakes, there will be gatherings, online discussions, webinars, social media buzz and general excitement and igniting of ideas.   What is customer experience (CX)? I define it as …

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Deliver purposeful CX through authentic and designed brand experiences – Craig Lee (Previously with Emirates Group)

Showing some stats about CX Customer Experience as a discipline Also talk about Brand love Customer Experience leaders outperform by 43% Get your outside messaging and your inside message aligned. We often first design our brand and then figure out how to deliver it. It is the fluffy stuff that the training department does. Those branded experienced deliver value to …

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The value of CX in emerging markets – Qaalfa Dibeehi from Forrester

Lets bust some myths! • CX is a luxury • Price is king • CX is a tech issue In the age of the customer there are 5 Areas to pay attention to: 1. Transform the customer experience 2. Accelerate digital business 3. Embrace mobile 4. Turn business insights into action (or otherwise called big data) 5. Create trust – …

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Customer Experience Design as a Craft

To an outsider that does not understand the work, it may look like we draw lots of pictures, talk too much, ask people invasive repetitive questions and then play back the answers. To the insiders who adore customer-centred innovation and design, it is a craft that produces collaborative art. So, how do I define Customer Experience Design? Customer experience design ...
To access this content, you must purchase Customer Experience Indaba Membership or Step-by-Step 12 Week CCXP Preparation Coaching, or log in if you are a member.
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The customer experience ecosystem

For a leader to truly influence and effect transformation, he needs to understand the ecosystem that creates the customer experience. Each component needs to be evaluated to determine its positive or negative effects on the end result – the customer experience. I will go through each of the elements of the ecosystem illustrated in the diagram and summarise the leadership ...
To access this content, you must purchase Customer Experience Indaba Membership or Step-by-Step 12 Week CCXP Preparation Coaching, or log in if you are a member.
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What is a customer experience transformation?

One of my favourite questions is, “Can you come and run a CX project for us?” My problem with this question is that it is really asking whether you will be the fix-it person at whom they can throw things. It is also assuming that customer experience has a finite beginning and end and a defined scope – so you ...
To access this content, you must purchase Customer Experience Indaba Membership or Step-by-Step 12 Week CCXP Preparation Coaching, or log in if you are a member.