Our resources bank is a collection of practical tips and insights gained from our years of experience in helping people design, implement and deliver customer experience. We keep adding to our tools and guides to reflect new thinking and innovation in this fast-moving, specialist topic. Check back often to see what's new.. .
Our Customer Experience Management toolkit supports our book ‘On Purpose – delivering branded customer experiences customers love’.
Whereas the book describes WHY successful brands embarked on this incredible journey, and the case studies provide rich detail about WHAT they did – the toolkit provides a simplified version of some of the tools used in HOW they achieved their results.
The toolkit can be used alone, but works best as a companion to the book. To access the tools, simply click on the Use The Toolkit icon below.
There are numerous approaches to customer experience management - some of them better than others.
From gathering customer insight and designing your customer experience through to aligning your organisation and measuring the impact of your CX initiative, a quick look through our ‘how-to’ guides and self assessment tools will help you get started or provide a more in depth view of a range of different aspects of the broader customer experience topic.