Beyond Philosophy

DECEMBER 4, 2014

An organization’s process tells me a great deal about how Customer-centric they are. Is the process designed for the good of the Customer or was it designed for the good of the company? In my experience, the latter is more likely than the former, leaving most organizations with a process lacking a customer focus.

Customer Focused 153

Customer Focused Customer Centricity Customer Journey Mapping 2015 153

ijgolding

SEPTEMBER 29, 2015

September is the month where Customer Experience in the UK is celebrated – and celebrated in style. On Friday 25th September 2015, hundreds of passionate Professionals who excel in demonstrating the power of Customer Experience, convened in London for the UK Customer Experience Awards. This year did not disappoint.

2015 104

2015 Customer Experience Customer Experience Professionals 2011 104

SuiteCX

MARCH 31, 2015

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. Governance in Customer Journey Mapping. Common mapping technology .

Customer Journey Mapping 40

Customer Journey Mapping Government Customer Journey CEM 40

SuiteCX

OCTOBER 22, 2015

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 strategy.

Customer Journey Mapping 40

Customer Journey Mapping Customer Journey 2015 Customer Centricity 40

Experience Matters

DECEMBER 15, 2015

In my post last year I named 2015 “ The Year of Employee.” In the upcoming year, CX will continue to grow in importance for companies and an even larger number of organizations will begin their CX journeys. We agree and believe that customer experience is a reflection an organization’s culture and operating processes.

2016 91

2016 Customer Experience Customer Connectedness 2015 91

Pointillist

MAY 23, 2018

How to Improve Customer Experience Using Journey Analytics. How to Create a Single Customer View to Deliver Better Customer Experience. Journey Mapping. Your Needs: Transform an organization to become more customer-centric. Ideate and communicate journeys for new products or processes.

Customer Journey 90

Customer Journey Customer Journey Mapping Touchpoint Multi-Channel 90

SuiteCX

JANUARY 19, 2015

10 Key Insights from 15 Years of Customer Journey Mapping Case Studies January, 2015. 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.

Customer Journey Mapping 40

Customer Journey Mapping Customer Journey Insights 2014 40

Strativity

MARCH 17, 2015

The keynote presentation: Next Generation Customer Journey Mapping – Actionable, Results-Driving Tools will be delivered by Lior Arussy, one of the world’s top authorities on customer experience and customer-centric transformation. Establishing new metrics to ensure consistent high quality service.

2015 40

2015 Connections Consumers Customer Journey Mapping 40

ClearAction

MAY 28, 2015

Perhaps it’s because of stats like: 90% of executives say that customer experience is central to their strategies , but a whopping 86% don’t expect to see a significant uplift in business results from it. Too much company-centered thinking and not enough customer-centric business management. What do you see ahead for 2015?

Customer Experience 110

Customer Experience Social Media 2008 Customer Experience Management 110

Strativity

OCTOBER 19, 2015

Acquisition creates the largest customer experience transformation firm in the world. Hackensack NJ, October 19, 2015 – Strativity Group announced the acquisition of Touchpoint Dashboard’s leading SaaS journey mapping platform.

Touchpoint 105

Touchpoint 2015 Consulting Customer Centricity 105

Strativity

OCTOBER 31, 2014

Visit our new landing pages that offer inspiring and informative content about customer experience, employee engagement, cultural transformation and more! . Coming February 2015 . Date: February 3-4, 2015. Next Generation Customer Journey Mapping – Actionable, Results-Driving Tools . Click to read.

Customer Journey Mapping 52

Customer Journey Mapping 2014 2015 Presentation 52

CX University

MARCH 29, 2018

Unlike the coercive strategies companies used a decade ago to lock in customers (think cellular service contracts), cutting-edge journeys succeed because they create new value for customers: Customers stay engaged because they benefit from the journey itself.” Customer Journey Mapping Eradicates Silos in Banking.

Customer Experience 86

Customer Experience Touchpoint 2016 Banking 86

Strativity

AUGUST 4, 2015

For the first time, journey mapping from practitioners with real life experience based upon hundreds of projects worldwide. Customer journey mapping is the cornerstone of customer-centric transformation. The workshops will be held in New Jersey, Dallas and Los Angeles in the fall of 2015.

Workshop 40

Workshop Customer Journey Customer Journey Mapping Management 40

Horizon CX

APRIL 1, 2024

These characteristics may include: Customer-centric culture: The organization has a culture that is obsessed with the customer and focused on meeting their needs. Customer journey mapping: The organization has a deep understanding of the customer journey and the touchpoints at which customers interact with the brand.

Customer Journey Mapping 52

Customer Journey Mapping Customer Centricity Touchpoint Customer Journey 52

SuiteCX

FEBRUARY 15, 2016

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. Customer Journey Mapping: Three Ways Journey Mapping Can Drive Employee Engagement.

Engagement 40

Engagement Customer Journey Mapping 2015 Leadership 40

SurveySensum

JULY 14, 2020

James Dodkins – Customer Experience Influencer, Keynote Speaker, Author, CX Trainer. International Keynote Speaker, Trainer, and Content Creator, James Dodkins is named as the UK’s #1 CX Influencer by Customer Experience Magazine. LinkedIn : [link]. Website : [link]. Currently working at Qualtrics as a Sr. Website : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

SuiteCX

SEPTEMBER 25, 2015

Customer Experience: Getting past the Barriers to Success. suitecx ©2015, suitecx Inc. Companies should take a step-‐by-‐step approach, starting with Customer Journey Mapping and data-‐ driven assessments around CX maturity.” suitecx ©2015, suitecx Inc. What are some of the barriers?

Customer Experience 40

Customer Experience Customer Journey Mapping 2015 Leadership 40

Strativity

FEBRUARY 14, 2018

Touchpoint Dashboard completely transforms customer journey mapping to Journey Management – from static wall posters to dynamic documents with action planning”. In Peter’s words “We recognised that many CX professionals needed a software tool that overcame the inadequacies of post-it notes adhered to wall posters.

Customer Journey Mapping 40

Customer Journey Mapping Touchpoint Customer Journey 2015 40

Customer Alignment

APRIL 25, 2017

“If I’d only known that being nice to customers was going to be so good for my business, I would have done it years ago.” So said Michael O’Leary, Ryanair’s CEO as profits jumped 66% in October 2015 following the implementation of a number of customer-led initiatives. Are we going to say sorry for our lack of customer service?

Customer Experience 40

Customer Experience Leadership 2015 Customer Journey Mapping 40

Strativity

JULY 14, 2015

Take a look at our July Newsletter featuring some Monday motivation, workshops of Customer Journey Management, and a case study on Mercedes-Benz’s Customer Experience Transformation. Openness and flexibility are what allow you to create experiences that are intimate and suitable to your customers.”

2015 40

2015 Customer Journey Mapping Workshop Webinar 40

CX Journey

AUGUST 25, 2015

Image courtesy of ~db~ Today's post is a modified version of a post I originally published on Touchpoint Dashboard's blog on March 19, 2015. In a post from earlier this month , I wrote about the most-basic and most-important rule of customer journey mapping: maps must be created from the customer viewpoint.

Customer Journey Mapping 64

Customer Journey Mapping Touchpoint 2015 Customer Centricity 64

ClearAction

AUGUST 21, 2016

Perhaps it’s because of stats like: 90% of executives say that customer experience is central to their strategies , but a whopping 86% don’t expect to see a significant uplift in business results from it. Too much brand-centered thinking and not enough customer-centric business management. What do you see ahead for 2015?

Brands 54

Brands Customer Experience Social Media 2008 54

Storyminers

JULY 6, 2020

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.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

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.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

COPC

MAY 16, 2018

So, how can you and your organization figure out which channels and solutions your customers want to use? One suggestion: take a customer-centric approach to channel management. 2) Do our offerings match the channel and interaction preferences of our customers?

2017 41

2017 Social Media Consumers Customer Journey Mapping 41

Customer Guru

DECEMBER 13, 2017

The biggest challenge is aligning the organization towards the goal of customer centricity. While companies are making their biggest investments in technology to improve customer experience, they should be prioritizing organizational re-alignment over everything else. Coaching mid-management on customer experience.

Customer Experience 119

Customer Experience 2017 Chief Customer Officer Customer Centricity 119

Maz Iqbal

DECEMBER 30, 2014

It is the time of the year that many are pushing out their predictions for 2015. The future is unborn and how you/i/we show up and operate in this world will shape how 2015 turns out. Or the customer journey mapping? IVR) have they taken you to the heights of sales effectiveness and/or customer service delight?

Leadership 59

Leadership Customer Philosophy 2015 Travel 59

C3Centricity

NOVEMBER 21, 2018

Influencer marketing is giving way to customer journey mapping with the increased detail that IoT can provide. Many organisations have moved their marketing plans to mirror their customers’ path to purchase. CUSTOMER CENTRICITY. SOURCE: Korn Ferry CMO Pulse Report 2015. Who is the hero ?

Brands 112

Brands Customer Centricity Consumers 2015 112

ClearAction

AUGUST 13, 2019

A useful analysis among the executive team is to apply lenses of metrics and business value levers to your customer journey map,” suggests Magers. 1 Why Strategy Execution Unravels and What to Do About It , Harvard Business Review, Donald Sull et al, March 2015. 2 Customer Experience ROI Trajectory , Carol Borghesi.

Customer Experience 48

Customer Experience Financial Customer Journey Mapping Customer Experience Professionals 48