Start with yourself: Michel Stevens on moving to sovereign tech
Our founder on moving CXM Academy to European tech, what still runs outside Europe, and why habit keeps customers and companies stuck.
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Strategy
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Read article: Start with yourself: Michel Stevens on moving to sovereign tech
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Your CX capability is decaying
Read article: Your CX capability is decayingCX dashboards report outcomes, and outcomes move last. Three ways a capability actually leaves, the five most likely to have slipped, and a twenty-minute re-read that finds them.
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Your customers don't remember their experience
Read article: Your customers don't remember their experienceCustomers remember an experience by its most intense moment and its ending, the peak-end rule. Here's how to use it in CX, and where it breaks down.
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Why our courses are never finished
Read article: Why our courses are never finishedFoundations, Professional and Customer Journey Specialist, rebuilt. Scores up 9-11 points, and the new versions are already free for everyone in the network.
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From Mirror to Motor: Rethinking Voice of Customer
Read article: From Mirror to Motor: Rethinking Voice of CustomerVoice of the Customer should be the most action-driven function in any customer-centered organization. After all, what could be more useful than a clear signal of what your…
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From insights to action: A Practitioner's Guide to Communicating Customer Insights
Read article: From insights to action: A Practitioner's Guide to Communicating Customer InsightsLearn how to effectively communicate customer insights and drive meaningful change with practical advice from experienced CX practitioners. This guide covers common pitfalls and actionable strategies.
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How CX Practitioners Really Use Journey Maps
Read article: How CX Practitioners Really Use Journey MapsLearn how to bridge the gap between customer insights and business impact with a data-driven approach to journey mapping.
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The Journey-First Enterprise
Read article: The Journey-First EnterpriseDiscover why optimized teams and modern products still create fragmented customer experiences. Our new research reveals the Double Bind and introduces the journey-first operating model.
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Which journey management platform to choose?
Read article: Which journey management platform to choose?omparing Smaply, TheyDo, and Cemantica. We review pricing, AI, and ease of use to help you choose the right journey management platform for your organization.