Legitimate https://legitimate.net/ Legitimate: Recent articles en-us 20 INFORM YOUR CX STRATEGY WITH JOURNEY MAPS Journey mapping is the most critical and pivotal component in any customer experience transformation. An in-depth understanding of the experience today—what’s going well and what isn’t—is the only way to really drive change going forward. 20 May 2020 21:29 UTC https://cx-journey.com/2020/05/inform-your-cx-strategy-with-journey-maps.html https://cx-journey.com/2020/05/inform-your-cx-strategy-with-journey-maps.html Annette Franz Journey Map CX CX Strategy Customer Experience CX JOURNEY™ MUSINGS: CULTURE IS THE FOUNDATION This week, I’m continuing my series about lessons and takeaways from the crisis we are living through right now. 18 May 2020 13:36 UTC https://cx-journey.com/2020/05/cx-journey-musings-culture-is-the-foundation.html https://cx-journey.com/2020/05/cx-journey-musings-culture-is-the-foundation.html Annette Franz CX Culture Customer Experience Journey 3 HIDDEN ELEMENTS YOUR CX STRATEGY NEEDS TO ACHIEVE SUCCESS Buyers today are relying on customer reviews now more than ever before. In many cases. before a buyer even visits your website, in addition to searching for more information about a product or service, they are doing research about the company’s reputation. 07 May 2020 13:37 UTC https://cx-journey.com/2020/05/3-hidden-elements-your-cx-strategy-needs-to-achieve-success.html https://cx-journey.com/2020/05/3-hidden-elements-your-cx-strategy-needs-to-achieve-success.html Annette Franz CX Customer Experience Customer Journey Strategy GREAT RECESSION LEARNINGS THAT CAN BE APPLIED TO YOUR POST-PANDEMIC CX In 2008, Ingrid Lindberg was in a newly formed role (Customer Experience Officer, or CXO) at a Fortune 100 company, charged with designing and driving a customer experience transformation. 29 Apr 2020 13:39 UTC https://cx-journey.com/2020/04/great-recession-learnings-that-can-be-applied-to-your-post-pandemic-cx.html https://cx-journey.com/2020/04/great-recession-learnings-that-can-be-applied-to-your-post-pandemic-cx.html Annette Franz CX Customer Experience Customer Journey Customer Loyalty