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 …
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.
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.
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.
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.
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. …
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.