Customer Experience Analysis

In AssistKD’s latest Business Analysis podcast the team discuss why every touchpoint of the customer journey matters... and how a deeper understanding of the customer experience can only benefit organisations and the wider economy.

Kerry, Mike and Jonathan get some serious mileage out of a restaurant analogy and Mike gets extra brownie points for mentioning POPIT™️within the first two minutes of the podcast.

Topics covered include: what is the customer experience; the difference between CX and UX (User Experience) and which elements of POPIT™️relate to each; plus useful techniques such as empathy maps, customer journey mapping and Jonathan’s favourite – the Zone of Tolerance.