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#100tinychanges
General CX

3 hours ago
2 min

Building a better business case

As CXers we aren't always well versed in all things business. We've often come to the discipline of Customer Experience through liberal ...

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Janelle

5 days ago
3 min

Building your network and (CX) community

As a solo-preneure I can't stress enough the importance of having a community. When you're working alone, day after day, it can become l...

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Janelle

Jul 19
16 min

How to drive increased CX adoption?

Janelle Mansfield interviews 3 top CX leaders from around the world about culture change and CX adoption. Driving high adoption of your C...

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Janelle

Jul 18
10 min

Adding Lego Serious Play into your CX Program

How Lego Serious Play can amplify your customer experience program

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Janelle

Jul 16
2 min

Anticipating problems should be part of your CX strategy

An introduction to the concept of customer experience recovery.

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Janelle

Jul 14
4 min

The connection between Business and Customer Experience

All CX leaders need to have a well developed business acumen. Join Ruth Crowley, Alec Dalton and Janelle Mansfield, MBA, in this conversat

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Janelle

Apr 2
4 min

Get comfortable, we're going to be here a while

Working remotely is a new challenge for many of us. While, for others, it’s much more of the same. A few of us who have been working re...

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Janelle

Mar 20
1 min

CX Reading during Self-Quarantine

Hi folks! I know many of you are turning to reading, podcasts, YouTube to keep on with your #CX learnings. Here are a few recommended bo...

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Janelle

Mar 17
1 min

Using "Mural" for remote collaboration

Bringing your meetings, workshops and collaboration sessions to life As we work through the changes that are resulting from the COVID-19 ...

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Janelle

Mar 12
14 min

Building a best-in class VOC program w/ Megan Germann

1 of the best things about my job is getting to chat with and more importantly, learn from, other like-minded CX professionals. Not too ...

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Janelle

Jan 9
2 min

A look at Indigo's approach to CX

A couple of weeks I was having a lovely lunch chat about Customer Experience and the Retail sector with some friends in Saskatoon. The l...

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Janelle

Dec 16, 2019
2 min

Tips for executing your Customer Experience Strategy

Learn about how to execute your CX strategy (Customer Experience)

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Janelle

Oct 2, 2019
1 min

Design Thinking and Customer Experience

Learn about which Design Thinking tools I use regularly in my consulting and Customer Experience practice.

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Janelle

Aug 13, 2019
3 min

Getting immersive to create alignment, and empathy

By Serena Riley, LLamasoft and Janelle Mansfield, Amplified Customer Experience Last year when LLamasoft was reviewing their list of Cust...

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Janelle

Jul 12, 2019
3 min

Moving to ecstatic with a designed customer experience, and a CX strategy

As a mid-size business owner, when you think of the experience you provide, do you only think about customer service? Outstanding custome...

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Janelle

Jul 8, 2019
5 min

Unlock the value of CX with a Customer Experience Strategy

The value of investing in Customer Experience, and the impacts of not. Uncover how a customer experience strategy can elevate your business

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Janelle

Jul 5, 2019
4 min

Getting clarity - Negative reviews or feedback can cost your business, but they don't have to.

What is customer feedback? Customer feedback is simply the rating of customer’s perception of the experience they received from engaging w...

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Janelle

May 30, 2019
2 min

How emotionally intelligent are your customer-related processes ?

Are your frontline agents and team members not only trained, but also empowered to adapt and adjust their responses to their customers?

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Janelle

Apr 1, 2019
2 min

CX is EVERYONE's JOB

Yeah, yeah, I know what you're thinking. "I work in {insert your job function here}, there's no way I'm responsible for customer experien...

24 viewsWrite a comment

Janelle

Mar 28, 2019
2 min

Why customer surveys are inherently flawed

How many requests to complete a quick survey do you receive in a week? This week alone I received 7 different ones, plus a bunch of anno...

34 viewsWrite a comment

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CX 101

03:28

CX 101 - Emotional Intelligence with learning challenge

This video introduces CX beginners to the concept emotional intelligence or empathy as it relates to customer experience. Challenge: Watch TV! Watch some of the most dramatics shows to help solidify your learnings. Who should watch: leaders who are just learnings the concepts of CX, mid-level managers, and anyone interested how customer experience can help amplify their business, department, role, career. Presented by: Janelle Mansfield of Amplified Customer Experience Learn more at: www.amplifiedcx.com #designthinking #cx #customerexperience #leadershipdevelopment #professionaldevelopment #results #growth #growthhack #marketing #journeymap #journeymapping

03:12

CX 101 - Demographic vs. Psycohgraphic data

In this video we explore the importance of considering more than just demographic data when building your target customer or customer personas. Psychographic data provides you a glimpse into the minds and hearts of people. Hone your skills by reviewing videos of your customers (or other folks) and look for similarities and other cues that will you help you understand if they are in fact your ideal customer. Presented by Janelle Mansfield of Amplifiedcx.com #100tinychanges #cx201 #cxpa #customer #customerpersona #customerdata #cx #customerexperience #emapthymap #customerstrategy #growth #emotionalintelligence #videodata

02:48

CX 101 - The Deliverable vs. The Process (What's more important?)

In your team, what's generally more important, the deliverable (making it's sure it's done, and it's done on time) or the process (being open to where the process will take you and knowing that it might change what you deliver). Do you know how to design experiences, teams and workloads that deliver more than just a deliverable? Immersive learning and immersive teaming are core competencies that will help you get more out of your deliverables, and that investment of time and effort into the journey. Presented by Janelle Mansfield of www.amplifiedcx.com Want to learn more, subscribe or contact us @ hello@amplifiedcx.com

04:03

CX 101 Group Training / Group Coaching for CX Beginners apply @ www.cx4beginners.com

www.cx4beginners.com Are you relatively new to the Customer Experience world? Are you feeling overwhelmed with your new CX role? Are you uncertain about what CX tools are out there? Are you struggling to feel confident in your role AND support your customers? If you have less than 3 years experience in Customer Experience (either it's your primary role, or a secondary role for you), and you would like a subject matter expert to help you navigate the complex field of CX, then watch this video. I'm so excited to be launching this program to help CX novices get more comfortable, and bring more value. This 6-week program consists of 4 key elements: 6 weekly live online Group Training sessions 3 1:1 coaching sessions tailored to your needs unlimited laser questions by email complimentary deliverable review of 5 of your deliverables Each week we will cover a different topic, from journey mapping, to emotional intelligence and experience design. For full program details go to: www.cx4beginners.com The next session starts July 9th 2019. Spaces are limited to 5 people per session, apply today to reserve your spot. Presented by Customer Experience Evangelist, Janelle Mansfield, of Amplified Customer Experience www.cx4beginners.com