2015 Feedback Journey mapping 
PeopleMetrics
MAY 4, 2017
However, one exception to this stagnation in activities exists: the practice of customer journey mapping. On average, in 2014, one-third of participants (32%) said that their organization had practiced customer journey mapping as part of their customer experience improvement efforts. So Where Do We Begin?
CX Journey
AUGUST 13, 2015
Image courtesy of Culture Republic Today's post is a modified version of a post I originally published on Touchpoint Dashboard's blog on March 9, 2015. Creating a customer journey map is an important first step when it comes to your customer experience transformation. How many of these are you utilizing as you create your maps?
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Steve DiGioia
APRIL 27, 2020
In a way, it’s like “journey mapping” but instead it focuses on all the specific steps needed to complete any given task. They provide a framework for regular interaction and create a habit of consistent feedback collection. But it’s impossible to improve without evaluating our performance and getting feedback from others.
CX Journey
JULY 7, 2015
Today's post is a modified version of a post I originally published on Touchpoint Dashboard on February 4, 2015. One of the arguments against journey mapping I often hear is that it's an exercise in futility: You map. This is a common starting point for maps. You put it on the wall. And nothing changes. Keep going.
Contact Center Pipeline
JULY 29, 2015
As many of the discussions at Engage 2015, Verint’s Global Customer Conference, highlighted, analytics provides valuable insights into customers’ needs and expectations. To really delve into the “why” behind their actions, it can be helpful to provide customers with multiple methods for providing feedback.
CX Journey
AUGUST 25, 2015
Image courtesy of ~db~ Today's post is a modified version of a post I originally published on Touchpoint Dashboard's blog on March 19, 2015. In a post from earlier this month , I wrote about the most-basic and most-important rule of customer journey mapping: maps must be created from the customer viewpoint.
ijgolding
SEPTEMBER 29, 2015
On Friday 25th September 2015, hundreds of passionate Professionals who excel in demonstrating the power of Customer Experience, convened in London for the UK Customer Experience Awards. The 2015 UK Customer Experience Awards was a HUGE event. In 2015, the finalists were quite simply incredible. This year did not disappoint.
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