Developing Your Customer Experience Strategy

How do you develop a customer experience strategy and roadmap?

That was one of many questions I was asked during my recent interview with Dan Michaeli, co-founder and CEO of SaleMove and host of the podcast, The CX Show .

I enjoyed my conversation with Dan. We covered a range of topics, and it was the first time I was interviewed about the five-phase approach I take with clients when developing a customer experience strategy and roadmap. Intermingled with the discussion about my detailed approach were other related/relevant topics, including:

the evolution of customer experience over the last 25 years

the evolution from market research to voice of the customer - and technology's role in helping to bring about the shift, allowing for immediate access to customer feedback and behaviors

the importance of connecting employee experience and customer experience - and when to focus on each one

the convergence of employee experience and customer experience - what that means for the business and for the customer and the customer experience

the customer experience transformation - it's a 2-4 year journey, until it becomes the new normal, the new way of doing business

technology needs as part of the customer experience strategy

the future of customer experience, and

some book recommendations to help you along your customer experience journey

To hear the full podcast , follow this link . I hope you enjoy it! And, as always, if you have any questions or if I can help in any way, let me know by contacting me .

Related: Why Real Customer Service Change Is Driven With Journey Maps

I like to listen. I have learned a great deal from listening carefully. Most people never listen. -Ernest Hemingway