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What exactly IS a CX Vision?

Summer Naomi InteriorSummer Naomi Interior | August 28, 2019

Acclaimed Writer, Consultant, CX Trainer, and this week’s guest of ‘The Sweets of CX’, Jeff Toister , likes to think of it as, “a compass that always points you in the right direction when you’re creating a customer experience. Technically, it’s really just a shared definition of an outstanding experience.”

So, we have the WHAT. But, wouldn’t it be nice to know WHY it’s critical to have a firm grip on this ‘compass’, and HOW to best create one? In his discussion with CloudCherry’s James Gilbert, Jeff delivers some delectably relevant answers for each.

From a detailed breakdown of what he describes as his ‘counterintuitive process,’ to the 3 characteristics of a truly good CX Vision (we found these simple but brilliant), to offering free downloadable access to some of his best tools ( or click here), Jeff packs this week’s episode with too many goodies to pass up.

And, when asked about an experience with a brand that completely blew him away? Jeff raved about REI and their refreshingly authentic goal to ‘help people enjoy the outdoors.’ Who doesn’t love that?

You can find this interview, and many more, by subscribing to ‘The Sweets of CX’ Podcast ton iTunes. If you don’t use iTunes, you can listen to every episode by clicking here. Or find us on SoundCloud, Spotify, Stitcher, YouTube, Google play, Spreaker, and more.

Jeff Toister helps customer service teams unlock their hidden potential. He is the author of The Service Culture Handbook: A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service. He has also authored customer service training videos on LinkedIn Learning including Customer Service Fundamentals and Leading a Customer-Centric Culture.

Jeff was named one of the Top 30 customer service professionals in the world by Global Gurus. He was also named one of the Top 50 ThoughtLeaders to Follow on Twitter by the International Customer Management Institute.

Jeff holds a Certified Professional in Learning and Performance (CPLP) certification from the Association for Talent Development.