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Special Report: Customer Experience Journey Mapping

Special Report: Customer Experience Journey Mapping

Customer journey maps are so much more than a handy visualization tool for rooting out pain points and gaps in the customer experience. The goal is to take those insights on board and turn them into goals for your business. Done right, a customer journey map can help you answer big-picture questions like the following:

  1. Why is my churn rate so high?
  2. Why do customers seem to prefer the voice channel over email and chat?
  3. What targeted emails and calls-to-action should I send out and when?
  4. When should I proactively reach out to the customer?
  5. What is the customer trying to achieve in their own life using my product?
  6. What is the best way to handle customer complaints?


In this Special Report, we’ll dive into what types of questions a journey map can help you answer, the seven bottom line-related business goals it can help you meet (and exceed) and a step-by-step process of how to create your own customer journey map.


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Why Design Thinking is Necessary for Excellent CX

Why Design Thinking is Necessary for Excellent CX

As many organizations clamor to become more customer-centric, a lot of businesses overemphasize customer mandates for speed and efficiency and further shed the experiences that nurture long-term customer loyalty.


Innovation consultant Colin Hunter, Founder and CEO of Potential Squared, shares insight on how his team trains leadership teams to instill behavioral change within their organization to bring forth a better customer experience. Hunter also shares why design thinking sometimes fails and the type of problems that it's meant to solve. 


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The State of CX

The State of CX

CX is no longer limited to one department. Instead, CX permeates to the business strategy of many leading organizations and across the entirety of the enterprise. To illustrate the reach and impact of emerging CX we asked some of our leading expert speakers at CX Week Canada, Sept. 23-25, Chelsea Toronto, to give us an insight into what CX means in their role, organization, and strategy.

Featured speakers include:
  • Jessica Cryer, VP of Business & Customer Strategy, CSPN
  • Stefany Singh, Director of Digital Innovation, Canadian Institute for Health Information
  • Paul Pellizzari, VP of Global Social Responsibility, Hard Rock
  • Christopher Mahlberg, VP of Business Banking, BMO Financial Group
  • Johnny Russo, VP of Marketing & E-Commerce, The Kersheh Group


To get a copy of this interview sent to you directly, contact us here.



The Digital Customer Journey

The Digital Customer Journey

One of the most powerful customer experience tools is the Customer Journey Map. The tool allows a holistic view of your customer’s experience with your brand from first touch to long term engagement. In this report, we look to highlight a few key points in which journey mapping can enable your digital experience strategy. 

This report features insights from:

  • David Boone, CEO, Staples Canada
  • Yves Rannou, VP Digital Solutions, Sunwing
  • Christopher Mahlberg, VP Business Banking, BMO Financial
  • Ben Judy, Head of UX, 7-Eleven
  • Brent Johnston, President, Wireless Services


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4 Ways to Enhance Employee Experience

4 Ways to Enhance Employee Experience

Employee experience is more important than ever for employers to take into consideration. However, oftentimes employee experience is not a priority in an organization. To help you get started, we’ve narrowed down the four steps you should take to enhance your employee experience.

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4 Tools to Power CX Strategy

4 Tools to Power CX Strategy

The tools needed to execute a customer experience strategy plays an integral role in turning a vision into a reality. We recently interviewed some of our expert speakers on the 4 ways to power CX strategy through employee experience, customer service, design, and technology. Read about it now. This report features insight from: - Stefany Ratkovic, MBA, Director Digital Innovation, Canadian Institute for Health Information - Jade Salazaar, Director, Service Design, Rogers Communication - Tom Doulos, VP Customer Experience, Endy Canada Inc.


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Innovation by Design Thinking

Innovation by Design Thinking

Organizations such as Mattel, Loblaw, Intuit, and BMO Financial utilize Design Thinking to not only drive meaningful innovation, but also foster cross-functional collaboration between teams, customer-centricity as a culture, and lasting organizational transformation to compete in today’s experience economy. 


But what is design thinking and how can you start to implement it? In this article, take a look at the 5 steps of design thinking to help you get started. 


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Customer Experience 101

Customer Experience 101

In the modern experience economy, customers seek and expect a great deal beyond simple delivery of a product or service. They expect an integrated, omni-channel, individualized and effortless experience. A variety of factors including technology advancement and disruptive competition pioneered this customer experience transformation, and now a company’s ability to deliver holistic experiences through the right channel at the right time separates the leaders from the rest.

Speaker Feature: Patrick Bach

Speaker Feature: Patrick Bach

CX Week Canada interviewed Patrick Bach, Customer Experience & Service Design Leader at TD where he discusses his experiences in customer experience and service design.

Speaker Feature: Adrienne Harris

Speaker Feature: Adrienne Harris

CX Week Canada presents this speaker feature from Adrienne Harris, Vice President, New Venutres at DATA Communications Management where she discusses her career background and her personal CX journey.

BMO’s Journey to Customer Centricity Through Employee Engagement

BMO’s Journey to Customer Centricity Through Employee Engagement

Presented by:

Kelly Harper
Director Customer
Experience
BMO Financial Group

Missed out on CX Week Canada 2017? Customer experience once lived exclusively within corporate marketing at BMO. However in 2012, a new CX learning function was created within the talent organization focused on articulating the brand internally, enhancing employee engagement and developing CX learning. Through a case study approach, this session will walk you through how to build and launch a CX learning program, key program components including training, synergies with HR and the linkages between employee experience and CX success. Take a look at her presentation.

Growth Hacking Your Way to the Best Digital CX

Growth Hacking Your Way to the Best Digital CX

Presented by:

Troy Fawkes
SEO and Digital Marketing Specialist
Delta Growth


Missed out on CX Week Canada 2017? Marketing strategy is no longer developed in the boardroom. It is a scrappy process of rapid experimentation and optimization occurring in a testing and learning environment. In order to meet the needs of a dynamic and ever-changing customer base, marketing must be viewed differently than ever before. This session explores how to evolve marketing culture, transform customers into advocates, deliver an excellent customer experience and the agile toolkit you need to growth hack your marketing approach. Take a look at his presentation.

Metrics That Matter: How to Identify and Benchmark CX ROI for Your Business

Metrics That Matter: How to Identify and Benchmark CX ROI for Your Business

Presented by:

Ashutosh Anil
Vice President, Customer Experience
BC Safety Authority

Missed out on CX Week Canada 2017? We are all familiar with the NPS holy grail of customer experience metrics. 
Beyond NPS, this panel explores some unique qualitative and quantitative 
metrics in which can help benchmark your CX programme. In addition, how 
can NPS be leveraged at a macro and micro level to measure performance? View his presentation.