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. You put it on the wall. And nothing changes. To that I answer: " You're doing it all wrong."

Journey mapping 68

Journey mapping Coaching Feedback Customer Experience 68

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.

Journey mapping 64

Journey mapping Customer centricity Metrics Surveys 64

CX Journey

OCTOBER 15, 2015

Image courtesy of Betty Crocker Recipes Today's post is a modified version of a post I originally published on Touchpoint Dashboard's blog on June 11, 2015. At the time, I suppose they were two things that we traditionally didn’t believe went together (yea, right!) – a bit like how many think about metrics and journey maps.

Journey mapping 66

Journey mapping Metrics Customer effort Customer Experience 66

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.

Customer Experience 104

Customer Experience Journey mapping Customer centricity Employee engagement 104

CX Journey

NOVEMBER 17, 2015

Image courtesy of Alan Tunnicliffe Today's post is a modified version of a post I originally published on Touchpoint Dashboard's blog on June 15, 2015. You’ve got buy-in and commitment … all the right people in your company are on board to map your customers’ journeys. Only your customers can outline the definitive map.

Journey mapping 83

Journey mapping Feedback Customer Experience 83

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. Copyright © 2015-2020 Steve DiGioia. ? Your team must see the faults in your system, and the benefits of correcting them, before they’ll willingly do as asked and without hesitation. Click To Tweet.

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Journey mapping Feedback Personalization Management 227

CX Journey

FEBRUARY 3, 2015

Image courtesy of Touchpoint Dashboard Why is journey mapping important? I kicked off 2015 in a big way. I joined the executive team at Touchpoint Dashboard (TPD), the world''s first journey mapping software. And you must map that journey in order to understand your customer and his experience.

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Journey mapping Customer Experience Marketing Personalization 71

Customer Interactions

OCTOBER 13, 2015

​In this week’s CMO Perspectives, we feature Tony Zambito [customerthink.com] talking about three new perspectives to consider for customer journey mapping. While Tony Bodoh [Linkedin.com/pulse] dares you to try and wait until 2020 for your CX to become your key differentiator, saying, “Don’t wait the future is here.”

Journey mapping 54

Journey mapping 54

CX Journey

NOVEMBER 28, 2018

Image courtesy of Pixabay Are you adding data to your journey maps? Back in 2015, I wrote a post titled Hey! You Got Your Metrics in My Journey Map! In it, I advocated for mappers to add data to their journey maps. There are a lot of reasons to bring data into your maps.

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Journey mapping First call resolution Metrics Analytics 34

PeopleMetrics

JANUARY 23, 2015

Are we turning CX inside-out in 2015? Customer-centricity appears to be a very real priority for CX leaders in 2015. They have journey-mapped, listened socially, text analyzed, base-lined NPS, identified quick wins and big, hairy CX goals. customer feedback leads to internal improvements).

Customer centricity 97

Customer centricity Journey mapping Feedback Enterprise 97

CX Journey

DECEMBER 30, 2014

The 14 posts listed here seemed to resonate with readers this year; I''m sharing them again because I think they provide some great refreshers to carry you into 2015 and the next leg in your CX Journey. 18 Reasons to Map Customer Journeys Have you started journey mapping yet? Cheers to you! Yvonne Woon.

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Journey mapping Customer Experience Advertising Big data 66

CCNG

OCTOBER 19, 2022

Temkin, 2018) Just 34% of respondents report they have three or more years of experience developing end-to-end journey maps, and 83% report their organization struggles to use customer journey maps to identify and prioritize CX efforts. Gartner, 2022) CX programs that exceed management expectations are 2.3

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Pointillist

MAY 23, 2018

Handpicked Related Content: Make Your Journey Maps Measurable with Customer Journey Analytics. How to Improve Customer Experience Using Journey Analytics. Journey Mapping. According to a recent Forrester survey, 88% of CX pros are doing customer journey mapping.

Analytics 90

Analytics Journey mapping Multichannel Customer centricity 90

CX Journey

SEPTEMBER 1, 2015

It appeared on their blog on March 19, 2015. Map the employee journey for a variety of tasks that employees do every day Journey mapping creates awareness for the steps that an employee takes to do whatever it is that he's trying to do within the organization. Treat employees better than customers."

Journey mapping 89

Journey mapping Employee engagement Feedback Customer centricity 89

CX Journey

SEPTEMBER 15, 2015

Today's post is a modified version of a post I originally published on Touchpoint Dashboard's blog on April 1, 2015. After that current state map is complete, you are not yet equipped to create a future state map. Because of the most important rule of journey mapping.

Journey mapping 65

Journey mapping Scripts Customer Experience 65

Customer Interactions

JULY 7, 2015

We share a video from techtarget.com on customer journey mapping and highlight our very own video on this topic by Forrester, currently featuring in our Perfect Experiences campaign. Check them out.

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Journey mapping 48

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.

Feedback 100

Feedback Customer Experience Analytics Journey mapping 100

CX Journey

OCTOBER 1, 2015

Image courtesy of zert.sonstige_2008 Today's post is a modified version of a post I originally published on Touchpoint Dashboard's blog on April 15, 2015. This is where customer journey mapping plays a huge role. Yogi Berra once said, " If you don’t know where you are going, you’ll end up someplace else."

Journey mapping 68

Journey mapping Education Feedback Marketing 68

ClearAction

MAY 28, 2015

What do you see ahead for 2015? They’ll try to do this through more surveys, customer journey maps, social media, content marketing, customer engagement events and campaigns, and loyalty programs. This is the kind of habit more brands need to adopt. Q: Sounds like there is hope. A: Yes and no.

Customer Experience 110

Customer Experience Journey mapping Surveys B2C 110

Fonolo

OCTOBER 18, 2017

The reports on today’s list are focused on more specific topics within the realm of the call center such as agent management, journey mapping and self-service. Key findings: Web chat showed strong growth in 2015, rising to 3.2%, and 2016’s figure of 4.5% The last batch of reports were broad-based in their coverage.

Call Center 117

Call Center Journey mapping Self service Interactive Voice Response 117

Customer Interactions

JULY 7, 2015

Marketing tools and platforms will play a greater role than ever in 2015. Others are techniques like customer journey maps and SEO. Some of these tools are abstract benchmarks, like Customer Lifetime Value, which more than 75 percent of North American senior executives say is a highly or extremely valuable indicator.

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Journey mapping Benchmark Big data Marketing 28

ijgolding

OCTOBER 3, 2016

What is fascinating about the questions I am asked, is that more often than not, most organisations have started their journey to becoming Customer Centric. The post I penned in April 2015, described the fact that actually SUSTAINING an approach to Customer Experience is the hardest thing of all.

Customer centricity 105

Customer centricity Customer Experience Chief Customer Officer Construction 105

CX Journey

JULY 30, 2015

Image courtesy of picturetakingone I originally wrote today's post for DuSentio; it appeared on their blog on March 23, 2015. stakeholder interviews, quick wins, business case, journey mapping, customer immersion programs, etc.) I won't take the sports analogy very far, but what is the CX end game?

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Journey mapping Advertising Customer Experience Marketing 66

Customer Interactions

JULY 7, 2015

It's 2015 and the stakes are high. Tools like customer journey mapping, VoC programs and personalization through customer data analysis can make all the difference in your customer experience efforts, but you have to do them right.

Journey mapping 28

Journey mapping Personalization Customer Experience 28

Lumoa

APRIL 1, 2020

Take, for example, Unilever, which in 2015 generated $60 billion in revenue with a sales growth of 4.1%. Create a journey map Customer journey mapping is the process of your team visibly mapping out all of the points of contact that your customer has across your company.

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Journey mapping Metrics Sales Marketing 78

Clarabridge

OCTOBER 16, 2015

Simon will also be speaking at C3 Europe in London, 28 October 2015. Sentiments: What role has Journey Mapping played in building a successful CX programme? McDonald: Experience design and journey management are two key elements of wider change programme. operates in over 30 countries, serving over 35 million customers).

Customer Experience 64

Customer Experience Journey mapping Customer centricity Metrics 64

delighted

OCTOBER 5, 2021

In 2015, Forbes explored the issue of customer resolution and found a Zendesk-sponsored survey with surprising results. If you’re seeing a reduction in purchases or if you track churn via a CRM, try taking a look at all customer experiences across a customer journey map.

Metrics 91

Metrics Customer Service Surveys Journey mapping 91

Customer Guru

DECEMBER 13, 2017

In one of our own research at Customer Guru conducted in 2015, almost one-third of respondents said that employees don’t have a clear understanding of what exceptional customer experience means. The best way to achieve this is to build a Customer Journey Map (CJM).

Customer Experience 119

Customer Experience Chief Customer Officer Customer centricity Coaching 119

Horizon CX

APRIL 1, 2024

Customer journey mapping: The organization has a deep understanding of the customer journey and the touchpoints at which customers interact with the brand. Back in 2015, MaritzCX conducted a revealing study that shed light on the state of CX maturity across industries.

Journey mapping 52

Journey mapping Customer centricity Customer retention Feedback 52

Customer Interactions

JULY 7, 2015

One of the best tools to improve customer experience is customer journey maps. These maps identify traces of interactions and experiences left by your customers while dealing with your products and services, and can be of immense help in pinpointing pain areas.

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Journey mapping Customer Experience 28

Avaya

DECEMBER 6, 2016

Customer journey analytics is a process designed to provide this comprehensive view and deliver deep benefits organization-wide—so much so that 60% of all large organizations are expected to develop customer journey mapping capabilities by 2018 , according to Gartner. Making Customer Journey Analytics Work for You.

Big data 66

Big data Customer Experience Analytics Self service 66

Customer Interactions

JULY 7, 2015

Customer Journey maps are one of the best tools available for effectively managing CX programs, which begin and end with deep understanding of customers’ needs and wants. Since VOC plays a major role in contributing to journey maps, companies must always be in the lookout for direct and indirect customer feedback.

Journey mapping 28

Journey mapping Feedback Management 28

CX Journey

OCTOBER 20, 2015

It appeared on their blog on April 23, 2015. To do this, create: (1) employee journey maps , a subject about which Intradiem and I did a webinar , or (2) your own undercover executive type program, where executives take on the role of the employee. Image courtesy of Joey Dunne I originally wrote today's post for Intradiem.

Customer Experience 75

Customer Experience Scripts Customer effort Journey mapping 75

Customer Interactions

JULY 7, 2015

For this program to work as a well-oiled machine, it is imperative that companies identify customer journey and invest considerable amount of time, energy and money in developing journey maps. It will pay off in the form of improved customer loyalty, better brand image and improved profitability for the businesses.

Journey mapping 28

Journey mapping Customer Experience 28

Taylor Reach Group

JULY 6, 2018

Previously, we discussed statistics related to the organization and customer journey mapping. WFM Technology: WFM/technology – Since 2015, the reported figure has risen by over a sixth, from 24.5% Over the past few weeks, we have be posting a series related to Contact Center industry statistics.

Contact Center 58

Contact Center Technology Interactive Voice Response Journey mapping 58

CSM Magazine

JANUARY 4, 2016

has announced that it has been named a 2015 CX Impact Award winner. The company recently completed a current and future state journey mapping exercise, which was developed as a series of dynamic graphics that clearly and precisely displays the voice of its customers. Verint Systems Inc.

Customer Experience 40

Customer Experience Journey mapping Enterprise Feedback 40

ClearAction

OCTOBER 25, 2018

As such, customer experience tools are being embraced by marketers: journey mapping, personas, single view of the customer, story-telling, customer life cycle management, and customer lifetime value. 2 Going Beyond Customer-Centric Marketing , Forbes, Christine Crandell, 2015. 6 Drucker on Marketing , William Cohen.

Customer centricity 59

Customer centricity Marketing Journey mapping Enterprise 59