2016 Accountability Journey mapping 
CCNG
OCTOBER 19, 2022
Forrester, 2016) 55% of CX professionals believe their companies will be too slow and face disruption from more innovative, nimble, and customer-focused competitors. times more likely to have CX efforts in marketing not primarily focused on the path to purchase but on the journey after acquisition.
Avaya
APRIL 3, 2017
I wanted to explore some of the observations from the conference—especially those about contact center operators leveraging customer journey maps for serving customers effectively via chat, SMS and other messaging communiques. Maintaining a View of the Customer Experience with Customer Journey Maps.
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ClearAction
DECEMBER 16, 2017
DO THIS: Identify all parties within a customer account with the power to kill a buying decision. And don’t let the account teams obscure insights that can help the rest of the company help them. Account Teams in B2B Customer Experience: Help Me Help You. B-to-B Customer Journey Maps: New Wisdom.
CX Journey
JUNE 20, 2017
It was published on their blog on September 28, 2016. In a B2B organization, for example, customers can be many and varied; look within each customer or partner organization at the people you interact with, e.g., purchasing, product, support, accounting, end-users, etc. Why are companies in business? For customers, right?
CX Journey
DECEMBER 31, 2015
And if you write them down and put them out into the universe, you definitely need to be accountable for them. What shall we list as our resolutions for 2016? Let me know how you make out on these resolutions in 2016! Resolutions are a decision to do something. So, let's resolve to do something! Sheldon.
CSM Magazine
FEBRUARY 8, 2017
Processes that lead to customer and employee errors often cause half of all dissatisfaction and sales and marketing processes account for one third of all dissatisfaction. Step 1: Create an End-to-End Journey Map, including marketing and sales processes.
ClearAction
JUNE 18, 2016
If not, representative samples at the account level may not be representative at all when it comes to what really drives decisions to buy and re-buy from you. Customer experience journey mapping (CXJM) may reveal who’s involved at each stage of buying and rebuying decisions — if you structure your CXJM data collection right.
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