We just finished teaching a class on CX driven Journey mapping to a large and very diverse group. It was really a fascinating class – smart and discerning. There were a number of common questions and comments from both beginning and advanced CX Architects/Mappers.
Valerie Peck
SuiteCX is now one of the highest ranked CEM/CJM tools
2018 was an excellent year for SuiteCX. SuiteCX has put another strong year of growth and profitability under its belt. 2018 was its best year ever with increased profit, higher demand and recognition in analyst reports. SuiteCX was identified in Forrester’s Wave. SuiteCX was also …
Michael Hill
SuiteCX Isn’t Afraid of a Few Thousand Touch Points
This Halloween, don’t let gobs of customer touch points scare you. SuiteCX is the best solution for organizations with large volumes of customer interaction points. With a database designed to handle thousands of interactions with an intuitive, spreadsheet-like interface, and maps that render quickly in …
Darcy Bevelacqua
Re-inventing the Buyer Journey to Drive More Qualified Sales Leads
Everyone wants more qualified leads, but how to find the ones that will convert, use your product and become advocates?
Valerie Peck
Harvard Business Review on Customer Journeys
We love it when we see further validation of the work we have been doing for so long. Harvard Business Review weighs in on the power of customer journeys in helping companies to differentiate via excellence in customer experience.
Darcy Bevelacqua
A Journey Mapping Glossary
Terms associated with Journey Mapping Every discipline has its own set of rhetoric, catch-phrases and dreaded TLAs (three-letter acronyms). We thought we would take a moment to define some of the terms that are commonly used within the customer experience and journey mapping disciplines. 360 …
Valerie Peck
Guest Post from David Raab on suitecx
David M. Raab, marketing technology consultant and analyst, is Principal at Raab Associates Inc. His blog is named for the Customer Experience Matrix, a tool to visualize marketing and operational interactions between a company and its customers. He is also author of the annual Raab …
Valerie Peck
Frequently Asked Questions about Customer Journey Mapping
We put together this deck to help explain the powerful tool that is Customer Journey Mapping. We have over 50 combined years of experience conducting mapping exercises with our clients, yet for many it`s still a very new concept. Here is the best of our …
Anne Cramer
Experience Mapping in Complex B2B Ecosystems
Valerie and I are hot off the conference trail, and we’re thrilled that Customer Experience Mapping is finally getting the attention it has long deserved. It`s gone from a “maybe” to an “of course!” in terms of strategic priority at many companies. At the CXPA …
Anne Cramer
Instant Gratification with Customer Journey Mapping
Attention spans are short in many executive offices. As a result, marketers are somehow expected to distill complex decision trees made up of customer rational behaviors and emotional choices into simple pictorials. Balancing this desire for Instagram when the reality is an epic two-hour movie …
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