Kerry Bodine

JUNE 2, 2015

Many companies embark on customer journey mapping projects without having a clear idea of how they’ll actually use the outputs. At the end such efforts, the CX team has checked “journey mapping” off its to-do list, but is left wondering what to do next…. Ok, yes, that was technically 11. And stay tuned!

Customer Journey Mapping 99

Customer Journey Mapping Customer Journey Webinar 2015 99

Heart of the Customer

DECEMBER 18, 2014

Yesterday, four of the CXPA’s CX experts spoke about the year in review, and what customer experience has in store for 2015. Crowdsourcing journey maps? The post What’s the customer experience focus for 2015? appeared first on Heart of the Customer. Is it the role of emotions?

2015 83

2015 Customer Experience Customer Journey Mapping Customer Journey 83

Experience Investigators by 360Connext

DECEMBER 11, 2014

Customer experience is seen as a project, not a way of business. Customer experience projects are great, as long as they are part of a bigger organizational mission. Creating an ideal customer journey map or sending out a survey is not enough to create a winning customer experience.

Customer Experience 272

Customer Experience Customer Journey Mapping Leadership Airlines 272

Experience Matters

JANUARY 20, 2015

We just published a Temkin Group report, Lessons in CX Excellence, 2015. This report has rich insights about both B2B and B2C customer experience. Here’s the executive summary: This year, we chose eight organizations as finalists for Temkin Group’s 2014 Customer Experience Excellence Award.

2015 108

2015 Customer Connectedness 2014 Net Promoter Score 108

Experience Matters

DECEMBER 31, 2015

Before we move on to 2016, here are the 15 most-read posts from 2015: Seven Steps for Developing Customer Journey Maps. Report: 2015 Temkin Experience Ratings. Report: Net Promoter Score Benchmark Study, 2015. 8 CX Trends for 2015 (The Year of the Employee). What is Customer Experience?

2015 75

2015 Net Promoter Score 2014 Customer Journey Mapping 75

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. . ” Operational performance and people performance can be aligned better via this type of customer journey mapping.

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Customer Journey Mapping Customer Experience Chief Customer Officer Culture 146

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

Customer Bliss

NOVEMBER 3, 2016

We talked a lot about creating a customer room — they call it a CPX studio — which can be a really valuable tool for customer analysis. ” Basically, this is the major benefit of a customer room: it will become a tangible depiction of your customers’ journey with you.

Chief Customer Officer 170

Chief Customer Officer 2015 Customer Journey Mapping ROI 170

Experience Matters

APRIL 24, 2015

Seven Steps for Developing Customer Journey Maps (April 2013). Customer journey mapping has become a very popular CX tool, and also a hot topic on this blog. If you are interested in customer journey mapping, then you definitely need to read this post: Five Questions That Drive Customer Journey Thinking.

Net Promoter Score 106

Net Promoter Score Customer Journey Mapping 2013 2009 106

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. No common tools or process.

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Customer Journey Mapping Government Customer Journey CEM 40

Beyond Philosophy

DECEMBER 4, 2014

From senior executives on down the chain, every employee needs to believe that how you collect bills to label shipments to transferring calls affect the emotional Customer experience. Creation of a detailed Customer Journey Map that includes the emotions of the Customer at each moment.

Customer Focused 153

Customer Focused Customer Centricity Customer Journey Mapping 2015 153

SuiteCX

OCTOBER 22, 2015

It is critical to get all key departments aligned on your customer experience strategy. suitecx Thought Leadership: Balancing Customer Needs. suitecx ©2015, suitecx Inc. suitecx ©2015, suitecx Inc.

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Customer Journey Mapping Customer Journey 2015 Customer Centricity 40

CX Journey

NOVEMBER 17, 2015

Image courtesy of Alan Tunnicliffe Today's post is a modified version of a post I originally published on Touchpoint Dashboard's blog on June 15, 2015. You’ve got buy-in and commitment … all the right people in your company are on board to map your customers’ journeys.

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Workshop Customer Journey Mapping Customer Journey Touchpoint 83

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. See the 2015 Temkin Effort Ratings. Customer Journey Designing. Effort Metric Expanding.

2016 91

2016 Customer Experience Customer Connectedness 2015 91

ShepHyken

SEPTEMBER 25, 2018

Journey mapping allows you to visually represent the experience the customer has throughout the entire process of doing business with you. It can help your management, the people working for your organization and even your customers. In 2015, he published the award-winning book Nice Guys Finish First.

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Customer Journey Mapping Customer Journey 2015 Books 98

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.

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Customer Journey Mapping Customer Journey Insights 2014 40

Strativity

MARCH 17, 2015

Exploring the deployment of improved customer support tools, including upgraded self-service options and solutions to build an effective knowledge foundation. The post Strativity’s Lior Arussy Delivers Keynote at 2015 Connected Consumer Conference appeared first on Strativity.

2015 40

2015 Connections Consumers Customer Journey Mapping 40

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.

Customer Journey 90

Customer Journey Customer Journey Mapping Touchpoint Multi-Channel 90

Customer Bliss

APRIL 18, 2017

Under her predecessors, there had been customer journey mapping and proactive driving. It also helps that customer feedback and customer experience are tied to executive bonuses, as well as being listed as a growth strategy internally. But two years into the process, it felt like momentum had been lost.

Chief Customer Officer 118

Chief Customer Officer B2B Leadership B2C 118

Strativity

NOVEMBER 3, 2015

Within days of its acquisition by Strativity Group, Touchpoint Dashboard releases new features to transform maps from static to dynamic documents. Touchpoint Dashboard, the leading customer journey mapping platform announces the release of a new task management feature free to all multiple license clients.

Customer Journey Mapping 40

Customer Journey Mapping Touchpoint Customer Journey Management 40

ClearAction

MAY 28, 2015

What do you see ahead for 2015? Brands will be pushing harder on the customer experience manager to show business results. They’ll try to do this through more surveys, customer journey maps, social media, content marketing, customer engagement events and campaigns, and loyalty programs. A: Yes and no.

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Customer Experience Social Media 2008 Customer Experience Management 110

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 . In brief: .

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Customer Journey Mapping 2014 2015 Presentation 52

CX Journey

AUGUST 13, 2015

Image courtesy of Culture Republic Today's post is a modified version of a post I originally published on Touchpoint Dashboard's blog on March 9, 2015. Creating a customer journey map is an important first step when it comes to your customer experience transformation.

Touchpoint 74

Touchpoint Customer Journey Mapping Effort Score 2015 74

ijgolding

OCTOBER 3, 2016

What is fascinating about the questions I am asked, is that more often than not, most organisations have started their journey to becoming Customer Centric. Starting an organisations Customer Experience transformation is hard – something I have written about in the past.

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Customer Centricity Customer Experience Chief Customer Officer Customer Journey 105

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

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.

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Touchpoint 2015 Consulting Customer Centricity 105

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

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

delighted

OCTOBER 5, 2021

Your customers want fast resolutions to their problems, whether it’s a tech support issue or a return that needs processing. In fact, how fast you resolve customer issues is arguably more important than the final resolution.

Metrics 91

Metrics Net Promoter Score Customer Service Effort Score 91

Customer Guru

DECEMBER 13, 2017

Employees don’t understand what good customer experience means. In one of our own research at Customer Guru conducted in 2015, almost one-third of respondents said that employees don’t have a clear understanding of what exceptional customer experience means.

Customer Experience 119

Customer Experience 2017 Chief Customer Officer Customer Centricity 119

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.

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Workshop Customer Journey Customer Journey Mapping Management 40

COPC

AUGUST 10, 2016

will be hosting a Customer Journey Mapping Workshop –. will lead a discussion on the what, why, and how of customer journey mapping. Brenstein will lead a wider group discussion about customer journey mapping, delivering on brand promise and improving the customer experience.

Events 40

Events Customer Journey Mapping Workshop Hotels 40

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

Feedbackly

SEPTEMBER 17, 2018

A good way to benchmark your business’ customer experience is to first create a customer journey map. Your customer journey map will differ depending on your business model but a basic customer journey map may contain these stages: Awareness. Consideration.

Customer Experience 53

Customer Experience Customer Journey Mapping Customer Journey Net Promoter Score 53

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.

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Customer Journey Mapping Customer Centricity Touchpoint Customer Journey 52

Avaya

DECEMBER 6, 2016

Customer journey analytics is a process designed to provide this comprehensive view and deliver deep benefits organization-wide—so much so that 60% of all large organizations are expected to develop customer journey mapping capabilities by 2018 , according to Gartner. Making Customer Journey Analytics Work for You.

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Customer Experience Customer Journey 2015 Contact Center 66

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.

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Customer Journey Mapping Touchpoint Customer Journey 2015 40