Celebrate CX - Crossword

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Across
  1. 2. A hybrid word to describe both "physical" and "digital" touch points
  2. 4. an abbreviation for a metric measure Cat dealers' CX performance
  3. 6. a framework to map and mature the behaviors necessary to work customer back
  4. 9. Words to identify how customers feel
  5. 10. a tool used personify and describe the characteristics, motivations, challenges and needs of a group of customers
  6. 11. part of Caterpillar's CX Vision helping customers build trust and confidence in our products, services & solutions
  7. 12. a tool to visualize the stages, expectations, emotions, and actions a customer has in pursuit of their goal
Down
  1. 1. how a customer perceives the sum of ALL their interactions with a business
  2. 3. part of Caterpillar's CX Vision to show customers are valued and understood
  3. 5. a term Joe Creed uses to change our mindset to think differently
  4. 7. the act of feeling WITH another person
  5. 8. part of Caterpillar's CX Vision to make every interaction frictionless and intuitive