InMoment XI
NOVEMBER 26, 2024
Whether you are looking to change current processes, improve old ones, or ensure that your team is aligned on the priorities of the customer experience, creating a customer journey map will be useful to your organization. What is Customer Journey Mapping?
Alida
SEPTEMBER 10, 2018
In a recent webinar on customer experience , we had the honor of hosting Annette Franz , founder and CEO of CX Journey Inc, for an in-depth talk about the why and the how of customer journey mapping. According to Franz, customer experience improvements have stalled. Myth 1: I’ve mapped once; I’m done.
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Experience Investigators by 360Connext
MAY 20, 2015
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. The best athletes have coaches.
OpinionLab
SEPTEMBER 29, 2016
I recently participated in a webinar with Bruce Temkin in which we explored customer journey mapping, Voice of Customer and how they combine to create great customer experiences. Here are five key learnings from the webinar: 1. There are three elements of a customer’s experience.
Speaker: Keith Kmett, Principal CX Advisor at Medallia
Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys.
Experience Investigators by 360Connext
APRIL 14, 2020
It’s one of the most useful tools you have in your customer experience toolbox at this moment. If you don’t have a journey map, now is a terrific time to create one. Why Journey Maps Matter Now More Than Ever. Customer Journey Maps are a great resource, especially in times of change like these.
Experience Investigators by 360Connext
JUNE 4, 2015
I hosted a webinar last week about digital experience. This is the next step after customer journey maps in some cases, the first case in others. In the webinar, we covered some of the typical issues we uncover during these micromapping exercises and we shared how to approach micromapping.
Speaker: Jeremy Boudinet, Marketing Manager, Nextiva
Making a customer want to advocate for your brand takes passion, personalization, and gratitude: all things that can be gracefully elicited throughout the customer journey map. The best customer experiences go beyond the sale. In this webinar, you will learn: The importance of customer appreciation.
Speaker: Dave Seaton, CEO of Seaton CX
Is Customer Journey Mapping a tired fad from 2013? Or a critical tool for sparking customer-centric change? 💥 The answer lies not in the map itself, but in the mapping process.
Speaker: Jared Johnson, Director of Product Strategy, Kin + Carta
Customer journey maps have long been thought of in linear terms: the customer begins clicking on an ad, is taken to the website, browses, and purchases. The trouble is, we're creating linear maps for customers who think in a messy loop. Concrete actions to reshape your customer maps into continuums.
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