Webinar – A SuiteCX Briefing

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 …

Approaches to Customer Journey Mapping

There are many approaches to Customer Journey Mapping, just as there are many different company cultures looking to use this valuable tool to improve their customer experience. We presented this content at the 2016 CXPA Members Insight Exchange.

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.

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.  …

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.