Article at: UX Magazine
Created framework to assess end to end customer CX.
Participants filled out their thoughts in the major areas.
In the end all participants wanted EASY SIMPLE QUICK CX.
UX Magazine Article - Assess CX / UX Maturity
It is no longer sufficient for organizations to focus solely on the “user experience” in order to deliver first-in-class product and service experiences. To be industry leaders, we need to think holistically across our organizations, to capture and consider all customer touchpoints—the points of contact customers have with an organization such as a call or a website visit. As evangelists of the “experience,” we need to break organizational silos and think broadly from a customer experience (CX) perspective.
