One of the most compelling reasons to conduct a journey mapping exercise is to get various employee representatives around the room, engaging with one another and finding ways to make positive organizational change.
How can you get a deeper understanding of your customers for 2016?
We are all trying to be more customer centric, but it isn’t easy. Here are some practical tips to help you be more productive in 2016.
8 Customer Experience Predictions for 2016
As we move into a new business year, promising to be the most CX-‐focused ever, we wanted to share some key predictions that we believe will come to pass.
Customer Experience Improvement: Finding the Right Data Strategy
As marketers, we are all focused on improving our customer experience and generating more revenue. Everyone talks about how important it is to invest in web, mobile and social media analytics. Smart marketers don’t stop there, however.
Six Steps to Best-in-Class Customer Experience
The Customer Experience (CX) ﬁeld is growing, and companies are realizing that it makes clear business sense. For companies that practice CX, MarketsandMarkets.com predicts a compound annual growth rate (CAGR) of 17.3% from 2014 to 2019. But how do you ensure the investment you place …
Customer Journey Mapping: Balancing Customer and Company Needs to Drive Business Outcomes
While research has proven that a focus on improving customer experience directly impacts the bottom line, achieving the organizational and cultural change required to become fully customer-centric is not an easy process. It is critical to get all key departments aligned on your customer experience …
Customer Experience: Getting Past the Barriers to Success
Developing a comprehensive Customer Experience (CX) strategy is more diﬃcult than you might expect, and there is a lot of noise in the marketplace as to how to do it right. However, despite the massive amounts of talk, there are not a lot of intelligent …
Governance in Customer Journey Mapping
CEM/CJM Governance is a process focused on managing the quality, consistency, usability, security, and availability of your overall CEM strategy as well as for the building blocks such as VOC/VOE/Journey Maps and CEM Dashboards.
360 Degree Customer Experience: A Practical Approach to Holistic CX
Customer Experience as a holistic enterprise is not easy to measure. Don’t make the mistake of thinking your digital metrics are telling the whole story.
10 Key Insights from 15 years of Customer Journey Mapping
Yep, we’ve been at this a while. It was hard to boil these down to just 10, but we think these are the most important insights to emerge from over 100 client engagements.