Tracking your customer experience and mapping the customer journey are critical to an organization’s survival. But a large portion of that experience hinges on how employees deliver along the journey. If that’s the case, why do most companies lack alignment between CX (customer experience) and EX (employee experience)?
So much goes into creating the perfect flow for CX, commonly in the form of a journey map. However, mapping exercises risk skewed outcomes if we don’t involve proper research participants and plan proper service delivery.
And where does that leave us? With misalignment, we fall short of our customers’ expectations and even our own promises.
Justin believes we can take one step further toward sligning CX and EX by opening the door to better insights and greater cohesion through a service blueprint. A service blueprint outlines the intended customer experience and the necessary internal steps to make that experience a reality. By linking up the frontend and backend functions of the customer experience, we create harmony between CX and EX initiatives.
Justin has spent a decade with Studio Science, a design and innovation agency that helps businesses develop people-first designs that deliver better experiences every day for every customer — from market-leading technology companies to Fortune 500 brands.
He also recently published a whitepaper that outlines how we can improve services as a whole by aligning CX and EX.
Today he talks about why constant map iteration can only do so much without the support and alignment a service blueprint brings. He also shares that with so much on the line, taking a closer look at how we track CX and EX — plus how they work together — only makes sense for improved results.
Justin and I also discussed:
• Why we should examine our customer experience to ensure it’s in optimal condition
• What the core concepts of human-centered design are
• Why we typically approach EX and CX as separate entities
• How the research and discovery phases can save you 10x down the line
• What a Service Blueprint is, and how it supports a journey map
Aligning EX and CX With a Service Blueprint
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Video Highlights: Aligning EX and CX With a Service Blueprint
Check out the top five video highlights from the discussion with Justin Zalewski…
1. Customer Experience as a Total Experience
2. De-Risking Viability, Feasibility, and Desirability
3. Depths of Co-Creation
4. The Problem of Putting Output Over Outcomes
5. Basics of Service Design
Links Related to This Conversation:
- Justin Zalewski on LinkedIn
- Studio Science
- Delivering Better Services by Aligning CX and EX (Whitepaper)
- Justin’s Calendly
- Kristian Andersen, Nathan Sinsabaugh, and Christopher Vice on LinkedIn
Other Episodes You’ll Enjoy:
- Episode 138 with Anand Tharanathan, “Human Factors and Design Thinking”
- Episode 195 with Luis Angel-Lalanne, “Customer Voice and Sentiment Analysis”
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