Tuesday Jul 24, 2012

Maturity Models and Frameworks for Customer Experience

The idea of moving from a chaotic level to an optimized self-learning stage inspired by the CMM/SEI model for software development assessment and process improvement is behind many maturity models for business and the new discipline of Customer Experience Management is not an exception.[Read More]

Wednesday Jul 04, 2012

Simple tips to design a Customer Journey

The first step in a Customer Experience project is to describe customer interactions creating a customer journey map.[Read More]

Thursday Jun 28, 2012

It is CX a new concept?

The Marketing Industry and the Web Industry are talking about CX since some time. However it is only very recently that the concept has reached some common meaning accepted by the analysts’ and the IT community[Read More]

Wednesday Jun 27, 2012

About This Blog

A new paradigm has emerged to analyze user expectations and to deliver business value to the customer: it is called Customer Experience (CX). This blog is about the why and the how of the new CX magic.


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A blog by Isabel Fernández Peñuelas @tuitidifusa

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