Ian Williams

JUNE 23, 2019

In the past couple of decades Customer Journey Mapping has become one of the most commonly spoken-about of modern-day business practices. However for many, if not most, organisations, Customer Journey Mapping remains a largely misused or misunderstood concept.

Customer Journeys 45

Customer Journeys Exercises Banking Customers 45

CloudCherry

MARCH 28, 2019

But rarely do platforms actually deliver on the thought leadership they put out through their PR efforts. Thought leadership is nice, but action is better. Journey-based insights. Everyone is talking about journeys. But 99% of enterprises don’t bring those journeys into their CX programs. Connecting CX to ROI.

Customer Journeys 231

Customer Journeys CEM NPS ROI 231

Ian Williams

FEBRUARY 20, 2020

The fourth area is leadership immersion. So, there is a process that the leadership team needs to work with the CX management team on in order to bring those things about. And then finally, prioritisation of issues. I’m not going to cover any of those subjects today, I just wanted to introduce those things.

Leadership 52

Leadership CEM Customer Journeys Video 52

Experience Matters

APRIL 7, 2015

1) Company Overview: Clarabridge’s customer experience management platform helps hundreds of the world’s leading brands understand and improve the customer journey. This is because as customers navigate the different channels to solve for a specific query (such as web, mobile, IVR, chat, voice, etc.,) Clarabridge.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

SmartKarrot

JULY 26, 2021

Just like how the sales and marketing departments are most effective when they work together, the customer experience is something that the entire organization has to work together for. CX has to start from the top – it is a leadership responsibility. How to measure customer experience? What is customer journey mapping?

Customer Journeys 11

Customer Journeys Customer Experience Net Promoter Score Self Service 11