eglobalis

FEBRUARY 3, 2025

AI-Driven Customer Journey Mapping AI helps B2B businesses map and optimize the customer journey by identifying pain points and opportunities for improvement. Japan: Hitachi Hitachi has been leveraging AI in its social innovation business since 2013.

B2B 391

B2B Customer Experience 2014 2015 391

Experience Investigators by 360Connext

JULY 17, 2024

Are Customer Journey Maps Really Necessary? She was defeated, and realized she made a misstep in trying to get resources for a customer journey mapping initiative. The C-Suite heard her desire to understand customers better, but they couldn’t see HOW that exercise would benefit the company, exactly.

Customer Journey Mapping 143

Customer Journey Mapping Customer Journey Information Roadmap 143

eglobalis

OCTOBER 1, 2024

Introduction: The Need for a Non-Siloed Organization Silos within an organization have long been a barrier to innovation, efficiency, and customer satisfaction. For example, imagine your marketing department running a campaign without proper alignment with sales, causing confusion in customer messaging and missed opportunities.

2020 450

2020 Customer Journey Mapping Culture Innovation 450

Experience Investigators by 360Connext

JANUARY 21, 2015

Many customers experience the product or service offered by an organization differently than how the organization anticipates. Some of this has to do with where the journey actually begins and ends. Understanding the customer journey end-to-end helps brands innovate around the experience. Don’t fool yourself!

Customer Journey 283

Customer Journey Customer Journey Mapping Airlines Magazine 283

ClearAction

FEBRUARY 27, 2015

Customer Journey Mapping: Apply Insights Everywhere. Customer journey mapping is a big investment in most companies, and money is being left on the table. That's because there are many more applications for customer experience insights than first meets the eye.

Customer Journey Mapping 118

Customer Journey Mapping Customer Journey Insights ROI 118

Experience Investigators by 360Connext

MAY 20, 2015

They are the innovators. Customer experience is a new department , focus or strategy and leaders need a resource. Customer Journey Mapping. Customer journey mapping is often strictly defined, but it comes in many forms. The worst organizations never attempt to map the journey.

Customer Journey Mapping 306

Customer Journey Mapping Customer Experience Workshop Customer Journey 306

OpinionLab

OCTOBER 25, 2016

‘Customer journey mapping’ is a widely accepted practice for customer experience teams right now as they seek consistency across all channels and touchpoints. According to McKinsey, you should “(pay) attention to the complete, end-to-end experience customers have from their perspective. (Do What does this tell us?

Customer Journey Mapping 111

Customer Journey Mapping Customer Journey Touchpoint Voice of Customer 111

Experience Investigators by 360Connext

JANUARY 7, 2025

Step 3 Map and Optimize Customer Touchpoints Customer journey mapping exercises will enmesh you in each personas journey to understand how they find you, what they seek at key steps of their shopping journey (also known as customer touchpoints), and how you can maximize their post-purchase satisfaction.

Customer Experience 143

Customer Experience Customer Journey Mapping Touchpoint Metrics 143

Experience Investigators by 360Connext

DECEMBER 29, 2014

5 Customer Convenience Considerations (Before You Change Anything!). Before you start innovating, remember what customers want, and how to deliver it on their terms! Customer or Company Mission? 13 Tough Questions to Skyrocket Customer Experience Improvement.

2015 300

2015 Customer Experience Customer Journey Mapping Touchpoint 300

ShepHyken

NOVEMBER 1, 2019

This week we feature an article by Linda Taylor who writes about the importance of customer journey mapping in every organization in order to improve the customer experience. Customer Journey Mapping is a pictorial representation of the path a customer follows after coming in contact with a company.

Customer Journey Mapping 89

Customer Journey Mapping Customer Journey Customer Experience Touchpoint 89

Customer Bliss

JUNE 20, 2017

With creativity, passion and award-winning know-how, Jackie supports service-orientated organizations and helps to improve their guest experience through innovation, engagement, and empowerment. ” This is some degree of customer journey mapping. She’s on LinkedIn here. The importance of service.

Innovation 200

Innovation Healthcare Customer Experience Net Promoter Score 200

Experience Investigators by 360Connext

DECEMBER 15, 2023

Share customer journey maps and insights. Don’t limit key insights and journey maps to just certain leaders or teams. As you are building customer journey maps, share what you find. Explain how to review the map and what might be most interesting or surprising for employees to learn.

Communication 304

Communication Customer Experience Customer Journey Mapping Net Promoter Score 304

Experience Investigators by 360Connext

JUNE 4, 2015

This is the next step after customer journey maps in some cases, the first case in others. But if mapping is handled as an exercise in channels , the experiences will continue to be disjointed, inconsistent and frustrating! I’ve seen robust and amazing mobile experiences led by innovative leaders.

Omnichannel 219

Omnichannel Customer Journey Mapping Webinar Customer Journey 219

BlueOcean

MARCH 3, 2025

When these teams meet, is there a tendency towards innovation, talk of collaboration? Climbing higher still, they reach the level of real innovation. In the contact center, this is when both partners are focused on navigating the customer experience with an innovative approach to improve customer satisfaction.

Insights 156

Insights Contact Center Culture Customer Journey Mapping 156

Experience Matters

SEPTEMBER 29, 2015

We just published a Temkin Group report, Maximizing Value From Customer Journey Mapping. Here’s the executive summary: Customer Journey Maps (CJMs) are a valuable tool for understanding how customers truly interact across an entire organization, but companies aren’t capturing enough value from their CJM efforts.

Customer Journey Mapping 96

Customer Journey Mapping Customer Journey Download Customer Centricity 96

Experience Investigators by 360Connext

JUNE 8, 2021

That’s not how people work , and the more you can truly pay attention to their overall environment, the more successful you’ll be in finding and acting on those customer clues. How to Act on Customer Experience Clues. Future State Customer Journey Mapping. Who is the customer in one year or five?

Healthcare 271

Healthcare Customer Journey Mapping Customer Journey 2013 271

Experience Investigators by 360Connext

NOVEMBER 24, 2014

After all, your competitors could introduce the very offering which woos your customers away! But when leaders become obsessed with “be better than X company” as the main driver for innovation, customer experience will suffer. Sometimes it’s ok to be #2 if your legions of customers are raving fans for you.

Customer Experience 304

Customer Experience Customer Journey Mapping Social Media Culture 304

Experience Investigators by 360Connext

DECEMBER 10, 2024

Lets examine the foundation you need to prove the ROI of your CX investments and unlock a flywheel of innovation, helping you more quickly align your organization, identify areas for improvement, and gradually expand your resources to accomplish more than ever. Follow their journey and assess how to improve each touchpoint.

ROI 143

ROI Customer Experience Touchpoint Customer Journey Mapping 143

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…. With a future-state journey map , you can: 5.

Customer Journey Mapping 99

Customer Journey Mapping Customer Journey Webinar 2015 99

Call Experts

OCTOBER 10, 2019

Often, the customer journey is influenced by motivations and trends unrelated to your company’s service. Every customer interaction is unique, and the most efficient way to create a general understanding is with a customer journey map. Customer Journey Mapping. Get Feedback.

Customer Journey Mapping 64

Customer Journey Mapping Customer Journey Call Center Contact Center 64

Experience Investigators by 360Connext

MAY 11, 2021

Customer experience sometimes gets classified as “soft” or “nice to have” because it gets talked about but not acted on. And many CX programs start with a tactic – like a customer journey map – and lose steam when leadership nods along but there is no discipline to back it up.

Customer Experience Management 291

Customer Experience Management Customer Experience Management Government 291

Experience Investigators by 360Connext

JULY 23, 2024

What can we learn from industry disruptors like Amazon and Uber about customer experience innovation? This episode sheds light on strategic approaches that drive growth and disruption, from making a compelling business case to leveraging emotional customer testimonials.

Customer Service 190

Customer Service Customer Experience Customer Journey Mapping Leadership 190

Experience Investigators by 360Connext

OCTOBER 5, 2021

Nothing moves the soul quite like hearing a customer emotionally share how a point of friction along their customer journey has ruined their day, or more. Highlight the differences between what SHOULD happen and what’s actually happening for customers. This can be done by layering customer journey maps on to process maps.

2021 367

2021 Social Media Contact Center Customer Journey Mapping 367

Experience Investigators by 360Connext

MARCH 8, 2021

If you have a customer journey map, or you’re working on one, this is also a great thing to introduce here! How We Lead on Behalf of our Customers. How are customers included in decision making? These topics and trainings might include: Customer journey mapping and micromapping.

Customer Experience 271

Customer Experience Customer Journey Mapping Culture Customer Centricity 271

Michelli Experience

SEPTEMBER 4, 2018

This the third in what I am planning to be a four-part series on service design, persona-based customer journey mapping, activating customer journey maps, and optimal future experience visioning. I also assume that before you published your map, you would want it validated against GPS or other means.

Customer Journey Mapping 88

Customer Journey Mapping Customer Journey Government Touchpoint 88

Experience Investigators by 360Connext

JANUARY 2, 2020

Co-creation sessions , customer advisory boards, or a simple conversation connects your customers with the outcomes they really want. Know the journey. Get that critical outside-in perspective with customer journey mapping. Innovate around your experience as a rule.

2020 225

2020 Customer Journey Mapping Contact Center Customer Journey 225

Experience Investigators by 360Connext

MARCH 5, 2024

This clear purpose to support customers helps people feel more connected to their jobs and instills a deeper sense of pride in what they do. It’s a healthy cycle that inspires innovation. One thing kept coming up: When organizations invest in the customer experience, their employees feel more pride around working there.

Employee Experience 260

Employee Experience Customer Experience Net Promoter Score Customer Journey Mapping 260

CX University

DECEMBER 16, 2024

Golden Rule 4: Build Safety Scaffolds for Innovative CX Thinking. Individuals who fear punishment for their actions, especially when they might be wrong, often remain silent and stick to familiar routines rather than taking the risks necessary for innovation and growth.

Customer Journey Mapping 52

Customer Journey Mapping 2024 Culture Innovation 52

OpinionLab

OCTOBER 25, 2016

‘Customer journey mapping’ is a widely accepted practice for customer experience teams right now as they seek consistency across all channels and touchpoints. According to McKinsey, you should “(pay) attention to the complete, end-to-end experience customers have from their perspective. (Do What does this tell us?

Customer Journey Mapping 60

Customer Journey Mapping Customer Journey Touchpoint Voice of Customer 60

Experience Investigators by 360Connext

DECEMBER 11, 2014

If leadership isn’t willing to continuously examine and innovate around the customer experience, the business is already doomed. 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.

Customer Experience 272

Customer Experience Customer Journey Mapping Leadership Airlines 272

Experience Investigators by 360Connext

JANUARY 8, 2018

Customer experience repair and improvement can be completely overwhelming! Then you simply must understand the journey by undertaking a robust customer journey mapping process. There are so many areas to tackle. Those surveys don’t develop and send themselves. And that’s just the tip of the iceberg, right?).

Customer Journey Mapping 273

Customer Journey Mapping Airlines Social Media Banking 273

Experience Investigators by 360Connext

OCTOBER 13, 2020

The rich data provided by customers is the first ingredient in the art of innovation. The clues in those metrics provide insights into where the customer experience is or isn’t delivering on customer expectations. But too often, our customer journey maps remain static.

Customer Journey Mapping 143

Customer Journey Mapping Customer Experience Net Promoter Score Contact Center 143

GetFeedback

JULY 24, 2018

If a customer expects great service and innovative products but the company fails to deliver, they’ll quickly regret their decision to buy. On the other hand, if that customer gets exactly what they expected, they’re far more likely to be happy and engaged. Examine the customer feedback you receive.

Customer Experience 277

Customer Experience Touchpoint Customer Journey Mapping Definition 277

Customer Bliss

SEPTEMBER 11, 2018

The two hour conversation was critical to bring and unite the entire leadership team together to think about the customer’s life—and to agree on draft stage names that would move them and lead them to innovation to rethink the entire operation of the organization.

Customer Journey Mapping 111

Customer Journey Mapping Customer Journey Chief Customer Officer Leadership 111

Experience Investigators by 360Connext

MARCH 30, 2016

Co-creation sessions, customer journey workshops and customer-focused innovation summits can sound so sexy and intriguing. We envision a group working cohesively, rolling up their collective sleeves to create an improved customer-centric culture and earn long-term loyalty from customers.

Customer Focused 110

Customer Focused Innovation Workshop Customer Centricity 110

Customer Bliss

APRIL 1, 2016

A seamless customer experience gets delivered when you answer the questions your customer is asking. Let’s focus on the role that customer journey maps play in a seamless customer experience. Do you have agreement on the names of the stages for your customer’s experience?

Customer Experience 199

Customer Experience Customer Journey Mapping Customer Journey Touchpoint 199

Experience Investigators by 360Connext

APRIL 7, 2020

Working as a team to solve these new challenges means building a culture that is focused on your customers. Using customer journey maps, or even building a few during this time, is a great way to lead. Approach other teams and departments to brainstorm ideas for quick innovation around these real challenges.

Customer Centricity 178

Customer Centricity Culture Customer Journey Mapping Customer Journey 178