An Explosion in Customer Engagement through Social Media need not cause a Headache As customer engagement through social media becomes the norm in customer service, logistical issues of handling volumes of conversations can become a challenge. This is especially true if it builds quickly. The immediacy of social media and the customer service expectations of many markets […]
CX audit in 6 steps to improve customer journey & meet business objectives. How to deliver customer experience audit, customer journey maps, personas devt.
This is the first of two articles about the customer experience audit (CX audit). At first, I’ll focus on what a CX audit is, why it’s important and when you should consider conducting one.