Chief Customer Officer Customer Journey Document 
GetFeedback
JANUARY 19, 2020
Let’s step through a fictional customer journey and discuss how best to ask for feedback at each touchpoint, using this journey map developed by Jim Tincher of Heart of the Customer , a specialist in journey map consulting. . CustomerThink’s research uses a generic journey map as shown here.
inQuba
FEBRUARY 11, 2025
With the developments of AI, and reflecting on the very poor experiences that customers have had with Chatbots, it begs the question, why havent we seen dramatically better implementations of AI to service and guide customers? As the agent is interacting with the customer, content is presented that is relevant to the query.
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Customer Bliss
APRIL 4, 2018
Have you recently become a chief customer officer? If you’re taking on a CCO role in a company, there’s a lot of work that has to be done to get your customer experience program off the ground and running. Listen and Understand How You Can Provide Value. CustExp Click To Tweet.
Customer Bliss
NOVEMBER 28, 2017
Use the Customer Journey Map As a Tool to Measure Success. During this implementation, Sami had to emphasize that the customer’s interaction with the company is a journey, and therefore identify potential pain points along the way. The customer journey map was used as a culture and leadership uniting tool.
Customer Bliss
JANUARY 18, 2018
When you gather feedback from customers and frontline staff, you have to identify what the challenges are and get to the root of the problem. Know Your Customer Growth, Loss, and Retention. Kathy mentioned that a major takeaway she got from my book, Chief Customer Officer 2.0 , is the importance of understanding your customer growth.
Customer Bliss
NOVEMBER 8, 2018
Do you put the needs of your customers first and focus on the value you provide them? Today, we’re replaying an episode that many of you enjoyed, featuring Francis Cordon , the first Chief Customer Officer at Rigor , a SaaS company. To start, he had account reps email post-call summaries to customers.
Totango
NOVEMBER 3, 2022
In order to achieve step-change growth, you need to deliver value to your customers at scale—and across their entire journey with your company. That’s the question that Sumo Logic Chief Customer Officer Dione Hedgpeth and Totango President & COO Jamie Bertasi discussed during their session at the TSIA World: ENVISION conference.
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