article thumbnail

Customer Journey Mapping: Real-World Examples & Use Cases

Experience Investigators by 360Connext

Are Customer Journey Maps Really Necessary? She was defeated, and realized she made a misstep in trying to get resources for a journey mapping initiative. The C-Suite had heard her desire to understand customers better, but they couldn’t see WHY that exercise would benefit the company, exactly.

article thumbnail

3 Areas of Customer Experience Where Human Expertise Is Absolutely Vital

InMoment XI

3 Areas Where Human Expertise Makes a Valuable Contribution to Customer Experience. Qualitative Research Customer Journey Mapping Ideation to Improve the Customer Experience. Customer Journey Mapping. Let’s dive in! Qualitative Research.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

article thumbnail

Epic Fail of Customer Journey Mapping — Part 2

CloudCherry

In our last post, we discussed three common pitfalls companies encounter in their customer journey marketing (CJM) initiatives: little support from the C-suite, a short-sided view of the end goal, and limited customer perspective. As Gartner notes , those successful CJM programs create usable journey maps.

article thumbnail

How to Identify Weaknesses in Your Customer Journey Map

GetFeedback

Rather, in this article, I’ll try to help you identify the weaknesses in your customer journey that, if improved, would actually lead to improved customer satisfaction and better business performance. . That’s step one of a customer journey–the customer recognizes a problem to be solved, or a goal to be achieved.

article thumbnail

Should Contact Center Leaders Create a Customer Journey Map?

Seaton CX

Before you invest in creating a customer journey map, there are a few questions you should ask yourself. You’re challenged to control or reduce costs while simultaneously improving agent retention and customer satisfaction—in an environment of rapid technology innovation and evolving customer expectations.

article thumbnail

Virtual Journey Mapping Bootcamp: May 19 & 20

Kerry Bodine

To help you drive critical customer-centric decision-making in your organization, I’m hosting a Virtual Journey Mapping Bootcamp on May 19 & 20, 2020. . Day 1 will help you build a solid understanding of the journey mapping methodology and how you can apply it to specific business challenges. Happy mapping!

article thumbnail

Two More Opportunities to Journey Map In Your Pajamas!

Kerry Bodine

To help you drive critical customer-centric decision-making in your organization, I’m hosting two more Virtual Journey Mapping Bootcamps in 2020: October 7 & 8 . Day 1 will help you build a solid understanding of the journey mapping methodology and how you can apply it to specific business challenges.