Analytics Customer emotions Journey mapping 
ShepHyken
OCTOBER 6, 2022
This week, we feature an article by Zhecho Dobrev, leading principal consultant at Beyond Philosophy and author of The Big Miss: How Organizations Overlook the Value of Emotions. He shares the value that customer emotions bring to a company. Where do customer relationships feature on those journey maps?
Call Center Weekly
NOVEMBER 6, 2017
Lately, there has been great emphasis placed on customer experience, and customer journey mapping. Through insights gained, we in customer service are aware of the importance of utilizing soft skills to better enhance a customer's experience, as well as improving the level of service and support.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Beyond Philosophy
SEPTEMBER 25, 2017
I’ve been reading about Big Data’s foray into “Journey Analytics.” Journey analytics seeks to improve customer experience by collecting data at each point on a customer’s journey and mapping customers’ paths – whether they lead to a purchase or not.
Beyond Philosophy
MARCH 1, 2017
Customers are not rational at all! After helping hundreds of clients assess their customer experience through tools such as customer mirrors and behavioral journey mapping , I know that emotions drive over half of a customer’s experience. They like data and they think analytically.
Pointillist
MAY 23, 2018
More and more marketers and customer experience professionals are now looking for the best customer journey analytics platform to understand and engage with individual customers at a personal level, at scale. Three Primary Capabilities of the Best Customer Journey Analytics Platforms.
Lumoa
FEBRUARY 9, 2023
Actionability is also, as we believe, one of the essential aspects of customer experience management. Long-term actions are based on the analytics results of customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers.
Pointillist
APRIL 17, 2019
By Steve Offsey Your company is now competing based on customer experience, but you’re only capturing feedback from a quarter of your customers and tracking maybe 1 out of 2500 interactions. But standing in your way are existing customer data management challenges. how many people did Y before Z but after X?)
Expert insights. Personalized for you.
183 
Let's personalize your content