One of our most frequently asked questions is: How to approach experience mapping? This video of a recent webinar addresses a few of the questions we have heard over the years: What business aspects should you address using journey mapping efforts? Should it be a …
Valerie Peck
Approaches to Customer Journey Mapping
There are many approaches to Customer Journey Mapping, just as many different company cultures are looking to use this valuable tool to improve their customer experience. We presented this content at the 2016 CXPA Members Insight Exchange.
Valerie Peck
Governance in Customer Journey Mapping
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.
Valerie Peck
360 Degree Customer Experience: A Practical Approach to Holistic CX
Customer Experience as a holistic enterprise is not easy to measure. Don’t make the mistake of thinking your digital metrics are telling the whole story.
Valerie Peck
10 Key Insights from 15 years of Customer Journey Mapping
Yep, we’ve been at this a while. It was hard to boil these down to just 10, but we think these are the most important insights to emerge from over 100 client engagements.
Valerie Peck
FAQs About Customer Experience Mapping: A Briefing
Over the years we have been asked a lot of questions around customer experience and journey mapping. Some of them address what are the triggers and reasons for mapping, others speak to how do we plan for it and what do we expect to see. …
Valerie Peck
Best Practices in Customer Journey Mapping
Journey mapping has become an essential tool to every customer experience program. This document highlights some best practices to take into consideration before undertaking a journey mapping exercise.