2019 Chief Customer Officer Journey mapping 
Peter Lavers
FEBRUARY 20, 2019
Watch the video report from Dimension Data’s 2019 Global Customer Experience Benchmarking Report Roundtable session. Dimension Data recently released their latest Customer Experience report. Its data is © Dimension Data, 2019 Global Customer Experience Benchmarking Report, but the observations and conclusions are my own.
Pointillist
MAY 19, 2020
. “ Hank Brigman Customer Experience Strategist Author of TOUCHPOiNT POWER! Approximately one third of CX team leaders report that they obtained an increase in their CX budgets from 2019 to 2020, while nearly half said their budget stayed the same. Over one-in-five saw their budget actually decrease year over year.
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Maru Group
FEBRUARY 19, 2020
Building off the SECC Member Meeting this past October, utility services need to focus on being customer-centric and agile. In May 2019, the US had over 2 million solar installations across the country. They discussed understanding customer needs in relation to Distributed Energy Resources (DERs).
Horizon CX
DECEMBER 31, 2018
For example, viable and extremely capable Journey mapping software that previously required serious investment can now be obtained for a fraction of the cost. Customer Journey Mapping is another case in point. What changes in CX are in store for 2019: I think we are hitting a plateau in CX to some extent.
Netomi
JANUARY 5, 2022
His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.
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