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.

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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.

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Journey mapping Metrics Customer effort Customer Experience 66

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."

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Journey mapping Coaching Feedback Customer Experience 68

Beyond Philosophy

DECEMBER 4, 2014

Creation of a detailed Customer Journey Map that includes the emotions of the Customer at each moment. The typical journey map is usually insufficient. You must have a detailed map that has emotionally strategic goals plotted along the way. We call this type of map, Moment Mapping ®.

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Journey mapping Customer centricity Employee engagement Customer Experience 384

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

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.

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Journey mapping Customer centricity Customer retention Feedback 52

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

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.”

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Journey mapping 54

Beyond Philosophy

APRIL 15, 2015

29 January 2015. Zhecho’s expertise inludes Customer behavior analytics, Customer loyalty, complaints management, and journey mapping. There were five forces involved in the image to the right: Source: Forbes.com. What Killed Michael Porter’s Monitor Group? The One Force That Really Matters.” 20 November 2014.

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Journey mapping Consulting Consulting Airlines 310

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

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

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.

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Journey mapping Personalization Customer Experience 28

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

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

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

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.

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Analytics Journey mapping Multichannel Customer centricity 90

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

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

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

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.

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Journey mapping Feedback Management 28

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.

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Journey mapping Scripts Customer Experience 65

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.

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Journey mapping Customer Experience 28

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).

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Customer centricity Journey mapping Feedback Enterprise 97

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."

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Journey mapping Education Feedback Marketing 68

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.

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Metrics Customer Service Surveys Journey mapping 91

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

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."

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Journey mapping Employee engagement Feedback Customer centricity 89

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

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

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

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.

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Contact Center Technology Interactive Voice Response Journey mapping 58

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.

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Customer centricity Marketing Journey mapping Enterprise 59

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.

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Big data Customer Experience Analytics Self service 66

CSM Magazine

JULY 29, 2015

CXMasters will be held September 14-17, 2015 in Salt Lake City. Journey Mapping (one day). MaritzCX has announced CXMasters™, an intensive career development event for customer experience (CX) professionals who want to expand and validate their skills, increase customer loyalty, and earn professional recognition.

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Journey mapping Best practices Benchmark Surveys 45

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.

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Customer centricity Customer Experience Chief Customer Officer Construction 105

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.

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Customer Experience Journey mapping Surveys B2C 110

Enghouse Interactive

APRIL 28, 2020

She has over 15 years corporate experience as CX Director for large financial services and retail organisations across Europe like Barclays, Royal Bank of Scotland, Direct Line Group and Kingfisher, with her achievements demonstrated by notable business results and winning 18 CX awards, including UK CX Professional of the Year 2015.

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