Three Ways Journey Mapping Can Drive Employee Engagement

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.

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, predicts a compound annual growth rate (CAGR) of 17.3% from 2014 to 2019. But how do you ensure the investment you place …

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.