In this BA Brew on CX Analysis 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. 

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.  

AssistKD's CX Analysis course takes an in-depth look at the customer experience, and how an organisation can transform its existing processes to create engaged, responsive and connected customer experiences. It’s ideal if you want to deepen your understanding of CX, and the module counts towards the new A4Q Service Designer qualification. CX Analysis is now also available as an eLearning course.

You may be interested in this article by Debra Paul. The Rise of the CX Professional.