Thematic

APRIL 1, 2025

💡 Tip: Create a simple chart of your customer segments and list the top 3 concerns or needs for each, based on your data. This cheat-sheet will help everyone understand different customer voices. 💡 Remember: update your journey maps over time.

Customer Insights 62

Customer Insights Insights Social Media Customer Journey Mapping 62

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.

Customer Journey Mapping 40

Customer Journey Mapping Government Customer Journey CEM 40

Lumoa

FEBRUARY 9, 2023

software bug fixes, wrong information corrected on the website) Product development decisions : reprioritizing things on the product development roadmap taking the feedback into account (e.g. more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g.

Definition 167

Definition Net Promoter Score Customer Experience B2C 167

Eptica

FEBRUARY 27, 2019

Outside In: The Power of Putting Customers at the Center of Your Business By Harley Manning and Kerry Bodine Based on fourteen years of research by customer experience analysts at Forrester Research, Outside In delivers a complete roadmap to attaining the experience advantage, and driving greater loyalty and revenues.

Books 93

Books Customer Journey Customer Journey Mapping 2019 93

Lumoa

MARCH 20, 2018

sw bug fixes, wrong information corrected on the web site) Product development decisions : reprioritizing things on the product development roadmap taking the feedback into account (e.g. more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g. How do I cancel?"

Net Promoter Score 107

Net Promoter Score Customer Experience CEM B2C 107

Lumoa

MARCH 20, 2018

sw bug fixes, wrong information corrected on the web site) Product development decisions : reprioritizing things on the product development roadmap taking the feedback into account (e.g. more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g. How do I cancel?"

Definition 60

Definition Net Promoter Score Customer Experience CEM 60

SurveySparrow

SEPTEMBER 29, 2023

They break the journey into memorable moments. These are actionable insights and a roadmap for implementing changes and improvements based on workshop discussions. How to Run a Customer Experience Workshop Running a customer experience workshop isn’t a one-and-done event; it’s an ongoing journey of improvement.

Workshop 52

Workshop Customer Experience Roadmap Innovation 52