Customer Experience Insights

Customer Experience Insights is a blog to share ideas, experiences and the vision of how to adopt better Customer Experiences in our organizations.

Customer Experience  Insights
Nov 14, 2022 10:55:18 AM
Understanding the empathy map

Do you understand what the primary needs your customers seek to satisfy are? What is their objective, and what frustrates them in the process? Do you know how they...

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Sep 21, 2022 9:16:11 AM
4 key factors in creating a successful Buyer Persona

Do you think all people buy the same way? Let's see, will a teenager with a summer job have the exact needs of a 30-year-old adult? Will the content a 15-year-old...

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Jul 8, 2022 1:44:18 PM
Why define the processes that affect the customer experience?

According to Gartner, when deciding where to shop, 64% of people consider the quality of the customer experience more important than price.

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Jul 4, 2022 8:37:41 AM
Adapting to disruption: defining processes before automation

"The only constant is change" - Heraclitus.

He said the phrase more than 2500 years ago, yet it remains a valid thought for today's fast-paced, ever-changing...

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Jun 28, 2022 2:00:24 PM
Process improvement using As Is & To Be

It is first essential to identify where the gap is to improve a process. That is, you define the current situation, analyze it and find the opportunities for...

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Jun 21, 2022 3:18:40 PM
SIPOC: How to improve processes in a few steps?

If your goal is to improve a process, the first thing you must do is understand it. To do this, you need to get the information, define the step by step, identify...

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May 10, 2022 5:22:13 PM
DMAIC and other Six Sigma tools to drive continuous improvement

A few months ago, near my house, a family decided to start a business and use part of their garage as a bakery. They put up a display case, had their ovens, a nice...

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Customer Experience Insights is a blog to share ideas, experiences and the vision of how to adopt better Customer Experiences in our organizations.

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