Sebastian Wells’ Post

Journey maps can help business leaders visualize their customers’ experiences and plot out a clear course to accomplishing their goals. But leaders often struggle to use these tools effectively. This report does an excellent job of explaining how to use journey maps to reach different business objectives. #JourneyMaps #CX #CustomerExperience https://hubs.ly/Q02Fj-R00

As the healthcare industry shifts, delivering the right quality of customer experience (CX) is becoming do or die. And studies now show that healthcare companies that invest in CX can increase revenue and drive down costs. Learn more about why healthcare needs to focus on improving CX now more than ever here: #CX #CXStrategy https://hubs.ly/Q02mfltW0

A journey atlas is an absolute must-have for organizations that want to upgrade, improve, or evolve their CX programs. Journey atlases break down silos and rally employees around the same customer needs. They also chart a clear course to help the whole organization deliver consistent, positive, experiences. Read this report to learn more: https://hubs.ly/Q02qrLc40 #JourneyAtlas #CXStrategy

Counterintuitive CX strategy: turning down business. It's helped one company grow like crazy. The company politely says "No" to more than 50% of potential clients. It only does business with clients that are a culture fit. The result? An annual churn rate near zero. The strategy is aligned with the company's customer experience vision. The CEO uses the vision to guide ALL of his decisions. Read about this and two other growing companies here: https://lnkd.in/eHawddJU #ServiceCulture

Companies seeing 2.4x revenue growth and 2.0x profitability have something in common... #Alignment across customer-facing functions. Download this Forrester alignment toolkit for #CX leaders.

Read my latest blog on the delicate balance between science and empathy in #CX!  https://lnkd.in/dx-uJG6a #empathy #leadership #customerrelations #cxexcellence #Customerexperience

🌟 Navigating the Complexities of Customer Experience: A Must-Read from Mark Levy 🌟 As someone deeply invested in creating meaningful and effective customer experiences, I've found immense value in Mark Levy's Customer Engagement newsletter. His recent edition on the BALANCE framework truly stood out to me. Mark addresses the delicate balance between customer satisfaction and business growth, offering actionable insights that resonate with the real-world challenges we face in CX. The framework’s focus on transparency, long-term relationships, and ethical data usage provides a clear path for aligning business goals with customer needs. If you haven't yet, I highly recommend subscribing to Mark's newsletter. It's filled with practical advice for anyone looking to elevate their customer engagement strategies. 🚀 Check it out here: https://lnkd.in/enTVcdaQ #CustomerExperience #CX #Leadership #Growth #CustomerEngagement

Is your focus on Customer Experience or Customer Expediency? Customer Experience Foundation and Alorica teamed up together to create this brilliant report detailing: 🔹 The Impact of Cutting-Edge Technology 🔹 Comprehensive Employee Training Programs 🔹 Measuring Success and Areas for Improvement 🔹 Consistent Multi-Channel Experiences 🔹 Personalized Customer Interactions 🔹 Understanding Cultural and Regional Variation Download the report for free here: https://lnkd.in/epxs9vGZ #CustomerExperience #CX #BusinessInsights #FreeReport

Our research shows that firms that drive strong alignment across customer-facing functions see 2.4x revenue growth and 2.0x profitability than those that don't. But how do I do that, I hear you ask. Well, download this Forrester alignment toolkit for CX leaders.

C1 CEO Jeffrey Russell just published his first article as part of a series as a Forbes Technology Council member! In the article, he dives into a concept that is at the heart of what we do at C1: elevating connected human experiences by adding business value beyond EX and CX. The goal isn’t to evolve technology. It’s to solve human problems in a way that's more purposeful, conscientious and thoughtful. This focus allows us to help buyers connect with the deeper “why” behind their decisions. Check out the article to learn more! https://lnkd.in/eWhrBBAF #ForbesTechCouncil #HumanCenteredSelling #CustomerSuccess #Innovation #Leadership #C1HX #OneC1