Journey mapping Related Topics 
Beyond Philosophy
AUGUST 12, 2020
We’ve recently trained some of our clients on journey mapping. We discussed the problems with journey mapping in a recent podcast. Traditional journey mapping is what a customer is doing, but is missing a few things. What is the first stage of your journey? (On Build deliberate memory points.
Beyond Philosophy
AUGUST 1, 2020
The 5 Rules for Behavioral Journey Mapping. We were training customers with journey mapping recently when it became apparent that people didn’t understand what journey mapping could do for them. Our version of journey mapping is called Behavioral Journey Mapping.
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Beyond Philosophy
MAY 20, 2023
Journey Maps can be useless exercises. Journey Maps are only useless if you don’t include the customer’s emotional journey in them. Emotional journeys are the “squishy stuff” associated with why customers buy from you. However, the result is a customer process, not a journey map.
Brad Cleveland Blog
NOVEMBER 15, 2024
One of the most popular arrows in the quiver of a customer experience professional is the customer journey map. There are countless ways … Continue reading → The post Customer Journey Mapping Tips appeared first on Brad Cleveland.
Speaker: Keith Kmett, Principal CX Advisor at Medallia
🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the CX orchestration process. You will gain insights into how to use journey maps to identify pain points, opportunities, and touchpoints where orchestration can make the most impact.
Beyond Philosophy
MAY 25, 2023
Journey Mapping is an excellent tool in experience design efforts. However, I often complain that they do not include the emotional journey, which is essential to designing an experience that engages emotionally with customers in a way that promotes customer loyalty. Most Journey Maps I see are more like the customer process.
Beyond Philosophy
JUNE 21, 2019
Customer Journey Mapping Using Behavioral Science. Journey mapping is how organizations look at the customer journey, or the steps a customer would take from the beginning to the end in their experience. Journey Mapping employing this approach is what we call Behavioral Journey Mapping.
Speaker: Jared Johnson, Director of Product Strategy, Kin + Carta
Customer journey maps have long been thought of in linear terms: the customer begins clicking on an ad, is taken to the website, browses, and purchases. The trouble is, we're creating linear maps for customers who think in a messy loop. It's time to make a CX that thinks like the customer--It's time to make a customer continuum.
Speaker: Diane Magers, Founder and Chief Experience Officer at Experience Catalysts
Transforming customer engagement, Voice of Customer (VoC) insights, and Journey Maps into tangible financial outcomes poses a significant challenge for most organizations. In the world of business, connecting the dots from experience to financial impact is an essential skill.
Speaker: Dave Seaton, CEO of Seaton CX
Is Customer Journey Mapping a tired fad from 2013? 💥 The answer lies not in the map itself, but in the mapping process. When crafted with precision and insight, journey maps emerge as powerful catalysts, transforming customer experiences and steering businesses towards profitable growth.
Speaker: Jeremy Boudinet, Marketing Manager, Nextiva
Making a customer want to advocate for your brand takes passion, personalization, and gratitude: all things that can be gracefully elicited throughout the customer journey map. But if you have to beg a customer to give a review or referral, you're doing it wrong. The best customer experiences go beyond the sale.
Speaker: Nitin Sharma, MBA (Market Research, Management Decision Making), CEO, Gold Research Inc.
Regardless of whether they're consumers or other businesses, your customers live in an omni-channel world. So why do so many in the CX space still rely on a single source of customer data, even though that one viewpoint can never reveal the whole picture?
Speaker: Kristina Evey, Customer Experience Strategist, The Customer Experience Podcast for Business Leaders
Outcomes of effective Journey Maps. By the end of this webinar, you will know: What drives buying decisions. The steps necessary to define CX strategy. How to set and manage CX expectations. How to get the best possible feedback from customers. October 17th, 2018 11:00 AM PST, 2:00 PM EST, 6:00 PM GMT
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