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