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Creating Great Customer Experiences customer-experience-e1555948175908 (6…
Creating Great Customer Experiences 
Ultimate customer experience
Program
Customer Experience Personas
Customer Journey Map
Minimum Delightful Product
Customer Experience Design and Prototyping
Customer Experience Management
Customer Experience Insights
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- Need
- Awareness
- Interaction
- Experience
- Engagement
- Loyalty
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6 Disciplines
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Customer understanding
(what they want, need, and how they perceive)
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Governance
(Manage CE in a proactive way, keeps bad experiences discreet)
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User vs. Customer Experience
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Customer Journey
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Customer Journey Map
1.Know the customer
- Map the journey (record data)
- Tell the story (through touch points and channels
- Let the map guide)
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Leveraging
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Customer insights
Collects, measures and manages data to feed back into the customer experience. Immediate action or long term.