{"id":16011,"date":"2018-08-02T11:41:29","date_gmt":"2018-08-02T15:41:29","guid":{"rendered":"https:\/\/audreymarcotte.ca\/?page_id=16011"},"modified":"2025-11-04T10:33:20","modified_gmt":"2025-11-04T15:33:20","slug":"customer-experience-cx","status":"publish","type":"page","link":"https:\/\/audreymarcotte.ca\/en\/customer-experience-cx\/","title":{"rendered":"Customer Experience (CX)"},"content":{"rendered":"\n\n\t

Customer experience (CX) and user experience (UX) are closely related concepts, but they focus on different aspects of an individual’s interaction with a product or service.<\/p>\n

The services offered in customer experience may vary according to the scope and objectives of the project, but they aim to improve the overall customer journey and satisfaction with your organization:<\/p>\n\t

Voice of the Customer (VoC)<\/h3>

Data collected via surveys, feedback forms, interviews or opinions. Highlight customer expectations, satisfaction levels and areas for improvement.<\/p>\n\t

Customer Personas<\/h3>

Detailed profiles representing your customer segments. Includes demographics, behaviors, needs and irritants to guide CX strategies.<\/p>\n\t

Customer Journey Mapping<\/h3>

A visual representation of how customers interact with your organization through different contact points.<\/p>\n\t

Service Blueprints<\/i><\/h3>

Detailed diagrams of service delivery processes, showing interactions between customers, employees and systems.<\/p>\n\t

CX Improvement Recommendations<\/h3>

Report on strategies and recommendations for resolving irritants and optimizing the customer journey.<\/p>\n\t

CX Roadmap<\/h3>

A plan describing the actions to be taken to improve the customer experience over a given period.<\/p>\n

\n\t\t\tA few examples\t<\/h2>\n\t\t\t\t\"customer-journey-map\"\n\t\t

Customer Journey Map<\/h3>

This is a diagram that illustrates all of the interactions a customer can have with your organization. I trace the typical journey, that is to say the customer’s current experience with your ecosystem at different stages of the process proposed to him: interactions, irritants, blockers, satisfactions, the level of consideration and ‘engagement, retention, etc.<\/p>\n

This type of mapping makes it possible to visualize the strong points<\/strong> and the weak points<\/strong> . It also helps identify opportunities for improvement. We will then be able to offer a target, improved and optimal customer experience journey.<\/p>\n\t\t\t\t\"Service\n\t\t

Service Blueprint<\/h3>A Service Blueprint is a visual map that shows how a service works from start to finish.\nIt shows what the user experiences (what they see and do), and also what happens behind the scenes (the work, tools, and people that make the service function).\nIt helps teams understand:\n