Forrester's Customer Insights

AUGUST 14, 2018

Journey mapping can be an energizing and eye-opening exercise in customer empathy. As advisors to B2B CX and Marketing Leaders in the Forrester Leadership Boards (FLB), we come along on many journey mapping “journeys”.

Customer Journeys 131

Customer Journeys B2B Exercises Leadership 131

Michel Falcon Experience

APRIL 3, 2019

In all my years of focusing on customer experience management, there is one practice that stands out amongst them all…customer journey mapping! How customer journey mapping will improve your operational strategy. ? Customer journey mapping is a fantastic way to improve your customer experience.

Customer Journeys 94

Customer Journeys Case Study Study Customer Experience 94

Experience Investigators by 360Connext

OCTOBER 17, 2023

You can understand that you need to eat healthier and exercise more to live a healthy life. THIS is why convincing executive leadership to prioritize and invest in CX initiatives can be a challenge. And yet, leadership buy-in is a critical part of customer experience success. What’s the difference?

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

ijgolding

FEBRUARY 6, 2017

The art and skill of the Customer Experience Professional is knowing how to adapt and flex the tools, techniques and disciplines for any and every situation that faces them. As a result, the Customer Experience discipline is most definitely NOT a tick, or check box exercise! A collage of customer journey maps!

Customer Journeys 156

Customer Journeys Management Exercises Customer Experience Professionals 156

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

ChurnZero

APRIL 24, 2020

A customer journey map is a tool to help visualize the experiences of interacting with your company from the customer’s point of view. By understanding your customer’s journey, you can better deliver on their expectations. Speaker: Sarah Dunn, Federal Customer Success Team Lead, Quorum.

Customer Journeys 72

Customer Journeys Customer Success Leadership Customers 72

SuiteCX

FEBRUARY 15, 2016

One of the most compelling reasons to conduct a journey mapping exercise is to get various employee representatives around the room, engaging with one another and finding ways to make positive organizational change. Customer Journey Mapping: Three Ways Journey Mapping Can Drive Employee Engagement.

Customer Journeys 100

Customer Journeys Employee Engagement Engagement Exercises 100

SuiteCX

OCTOBER 22, 2015

While research has proven that a focus on improving customer experience directly impacts the bottom line, achieving the organizational and cultural change required to become fully customer-centric is not an easy process. It is critical to get all key departments aligned on your customer experience strategy.

Customer Journeys 100

Customer Journeys Company Customer Centricity Exercises 100

Totango

NOVEMBER 10, 2023

As a leader in customer success, who’s your friend in the C-suite? Is the customer journey mapping exercise a worthwhile effort? Who owns the customer community for your organization? 2023, Chris Dishman , Totango’s SVP of Global Customer Success, hosted the lively Hot Takes! “If We hope so!

Customer Journeys 97

Customer Journeys Customer Success Exercises Touchpoint 97

SuiteCX

FEBRUARY 15, 2016

One of the most compelling reasons to conduct a journey mapping exercise is to get various employee representatives around the room, engaging with one another and finding ways to make positive organizational change.

Customer Journeys 100

Customer Journeys Employee Engagement Engagement Exercises 100

Experience Investigators by 360Connext

JUNE 29, 2015

Mapping the journey your customers take with you from their perspective can be a very powerful tool. In B2B experiences , journey maps can become very complicated, very quickly. Who is the customer, exactly? Are we mapping for the purchaser of our product or the person who decides the purchase is acceptable?

Customer Journeys 110

Customer Journeys Social Media Exercises B2B 110

Experience Investigators by 360Connext

JUNE 8, 2021

How to Act on Customer Experience Clues. Future State Customer Journey Mapping. Who is the customer in one year or five? How can your customer journey support them and adapt accordingly? . This exercise is a great way to predict what you need to change to be there for the changing customer journey.

Customer Journeys 271

Customer Journeys Healthcare How To Trends 271

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.

Customer Journeys 231

Customer Journeys CEM NPS ROI 231

Experience Investigators by 360Connext

JULY 12, 2022

Customer Listening Posts are specific tools, locations and mechanisms to gather customer feedback along specific touchpoints on the customer journey. Listening posts: Help us understand individual customer needs and experiences closer to real-time. Where on the journey should we ask for feedback?

Customer Journeys 143

Customer Journeys Feedback Social Media Exercises 143

Heart of the Customer

SEPTEMBER 25, 2014

Kelly recently ran a journey mapping workshop that serves as a great case study for how customer experience tools can be used for internal clients as well as external. A quick refresher: Journey mapping is an exercise to understand your customer’s true steps, as well as the emotions that actually make up that journey.

Customer Journeys 88

Customer Journeys Case Study Government Study 88

Customer Bliss

APRIL 1, 2016

Let’s focus on the role that customer journey maps play in a seamless customer experience. A journey framework, even in its simplest form, when used with consistency provides a structure to understand the priorities in customers’ lives. Are leaders united in how you improve your customers’ lives?

Customer Journeys 100

Customer Journeys Customer Experience How To Exercises 100

Vonage

APRIL 13, 2016

Let’s focus on the role that customer journey maps play in a seamless customer experience. A journey framework, even in its simplest form, when used with consistency provides a structure to understand the priorities in customers’ lives. Establish a framework for delivering a seamless customer experience.

Customer Journeys 120

Customer Journeys Customer Experience How To Exercises 120

Horizon CX

SEPTEMBER 1, 2023

Is Customer Experience No More than a Checklist Exercise Based on Assumptions? For Some, Customer Experience IS no more than a checklist exercise based on assumptions! It requires courage and real leadership.

Exercises 246

Exercises Customer Centricity NPS Culture 246

Ian Williams

MARCH 19, 2020

In this next video in the CX Club series, Ian Williams from Jericho and Christopher Brooks from Clientship CX look at leadership in terms of the way it relates to customer experience. Ian: Welcome back to part two of the CX club video on leadership and how it relates to customer experience. There is of course….

Leadership 52

Leadership Customer Journeys Course Exercises 52

Michel Falcon Experience

OCTOBER 21, 2019

Determine Your Customer’s Pain Points. Customer journey mapping is an extraordinary exercise that hasn’t gone mainstream yet. In short, it’s when your team comes together to identify each interaction your customer experiences when doing business with you from beginning to end. Legacy is Crushing You.

Customer Journeys 111

Customer Journeys Customer Service Company Customer Centricity 111

Experience Investigators by 360Connext

JANUARY 5, 2021

Employee journey mapping and other techniques can be used to really understand where, how, and when to reinforce the mission. Related: 7 Tips to Improve & Simplify Employee Journey Mapping. Bring customers into your meetings and events. This also translates into employee compensation and rewards. Get it here.

Customer Centricity 190

Customer Centricity Culture Customer Journeys Government 190

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 Investigators by 360Connext

AUGUST 26, 2020

But as anyone who’s been doing this work knows, customer experience requires so much more than great intentions. In practice, customer experience is messy and complicated: It requires leadership, vision, and strategy. Related: To Master Customer Experience Strategy, Master CX Mindset. Confirm your leadership goals.

Net Promoter Score 143

Net Promoter Score Leadership Customer Journeys Metrics 143

CX Accelerator

APRIL 11, 2018

You can use this easy exercise to help your team talk about what they must stop doing, to free up more time to work their MIT (Most Important Thing) behaviors. Nate has used a "start, stop, keep" exercise many times to identify energy vampires and kill them. Karin was named on Inc.'s

Customer Experience 182

Customer Experience Effort Score Exercises Wireless 182

CX Accelerator

DECEMBER 31, 2018

Below are practical recommendations from several of the best minds in Customer Service (myself excluded) to help you develop your best culture in 2019! You might take some ideas from what they did: All leaders attended Situational Leadership II training. She even includes several exercises in the book.

Culture 244

Culture Contact Center Leadership Employee Engagement 244

ChurnZero

JANUARY 6, 2022

Changing the perception of Customer Success within your organization starts by evaluating your metrics. What you measure and report to your leadership team and your board really does make a difference.”. In the table below, Matt breaks out Customer Success metrics by the value they communicate to the business.

Metrics 98

Metrics Customer Success Customer Journeys How To 98

Education Services Group

FEBRUARY 16, 2022

Let’s sharpen the point even more by saying that a customer-centered business model is impossible without a deep understanding of the customer journey. That understanding offers companies the opportunity to expand the concept of customer-centricity and takes it into the realm of work, details, effort, emotion, and measurement.

Chief Customer Officer 52

Chief Customer Officer Customer Journeys Customer Centricity Social Media 52

ClientSuccess

FEBRUARY 14, 2023

Here are some other activities customer success teams can do to practice empathy: Conducting and reviewing customer feedback exercises like interviews and surveys Creating and examining customer personas Building and analyzing customer journey maps Why is empathy so valuable?

Customer Success 80

Customer Success Customer Journeys eBook Exercises 80

ClearAction

FEBRUARY 13, 2023

Leading Customer Experience as a Team Sport has a true-false quiz for each module, whereas the CCXP Exam Course has 275 multiple choice questions and module-specific workbooks with Topic Exploration, Application, and Mastery exercises. Almost-automatic CX excellence means preventing issues for customers consistently.

Sports 71

Sports Customer Experience Handbook Case Study 71

CX Journey

JULY 19, 2016

Journey mapping : I often write about starting with assumptive maps , but another approach to mapping is to get out there with your customers and do the jobs they are trying to do; capture the steps, the emotions, the desired outcomes, and more. People are different, and so their experiences are, too.

Leadership 80

Leadership Exercises Employee Experience Customer Journeys 80

CX Accelerator

APRIL 11, 2018

You can use this easy exercise to help your team talk about what they must stop doing, to free up more time to work their MIT (Most Important Thing) behaviors. Nate has used a "start, stop, keep" exercise many times to identify energy vampires and kill them. Karin was named on Inc.'s Home To CX Accelerator

Customer Experience 140

Customer Experience Effort Score Exercises Wireless 140

SuiteCX

APRIL 13, 2017

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 simple/agile exercise or a deep study?

Customer Journeys 100

Customer Journeys Exercises Video Study 100

Experience Investigators by 360Connext

JUNE 28, 2022

I know plenty of people who go through these exercises from a personal and professional standpoint. The same could be said about overall company goals, leadership goals, and yes, customer experience goals, too. Are there leaders who aren’t engaged with the work around improving the customer experience who should be?

Customer Experience 143

Customer Experience Net Promoter Score Effort Score Exercises 143

ClearAction

OCTOBER 25, 2022

Experience Leadership for CX Enthusiasts & CCXP Exam : get a solid foundation in almost-automatic CX excellence. Short segments allow immediate application exercises, to practice on-the-job for new habits. These 4 A’s are what’s missing in typical journey mapping. Learn More. Learn More. Learn More.

Customer Journeys 71

Customer Journeys Sports Study Leadership 71

Experience Investigators by 360Connext

JUNE 23, 2020

Without empathy around that person and that experience, you don’t only risk missing an opportunity to make your customers’ and employees’ lives better… you risk directly making them worse. For the sake of your teams and your customers, just remember these four words: Empathy is an action. So what is empathy?

Exercises 214

Exercises Culture Employee Engagement Customers 214

ShepHyken

NOVEMBER 9, 2023

Leadership Skills We’ve put this in the first place because it is certainly the most vital skill any manager should have, regardless of their industry. Leadership might sound elusive, so we’ll break down what we mean. These solutions need to be in line with your company policies.

Customer Service 55

Customer Service Management Exercises Leadership 55

Customer Bliss

OCTOBER 13, 2015

Use your Customer Journey framework that you established in Competency Two (Align Around Experience) to inventory all of the current projects, organized by the stage of the experience they impact. This exercise identifies duplicate projects pecking away at the same problem but initiated from multiple silos.

Exercises 100

Exercises Customer Journeys Leadership Company 100