2015 Customer Focused Customer Journey Mapping 
Experience Investigators by 360Connext
DECEMBER 29, 2014
Leaders of all types of organizations began to walk the talk around improving their customer experience. Are you ready to make 2015 even better? Prevent customers from making negative associations with your brand by creating positive microinteractions. 5 Most Awful Customer Experience Solutions of All Time.
Beyond Philosophy
DECEMBER 4, 2014
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. Creating a Customer-Focused Process. The typical journey map is usually insufficient.
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Tricia Morris
AUGUST 21, 2015
Customer experience is how a customer feels about a company over time. The top three major discoveries of the past few months (years, in some cases): – Social isn’t currently succeeding for customer service (with data to prove it). – Customer journey mapping sounds like BPO (but will try it to appease stakeholders.
Customer Bliss
JULY 26, 2016
Named a 2015 Customer Champion by 1to1 Media, Renee Cacchillo is the Senior Vice President, Customer, Brand and Technology for Safelite ® Group, a leader in vehicle glass and claims management services. Renee recommends two major channels: customer focus groups and data points. About Renee Cacchillo.
Pointillist
MAY 23, 2018
Journey mapping is the most widely practiced form of journey analytics and is a technique that has grown in popularity, not only with customer experience (CX) professionals, but also within marketing, customer service, user experience (UX), product management and IT.
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.
ClearAction
MAY 28, 2015
This question became a habit for managers across the company, and changed their decision-making to be customer-focused. What do you see ahead for 2015? Brands will be pushing harder on the customer experience manager to show business results. This is the kind of habit more brands need to adopt. A: Yes and no.
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