process-mapping 
Seaton CX
FEBRUARY 7, 2024
What’s the difference between a customer journey map and a process map? This question comes up when I’m journey mapping with Customer Experience (CX) leaders and we bring other departments into the project. Often, those stakeholders haven’t been exposed to journey mapping and that leads to misunderstandings.
CSM Magazine
DECEMBER 19, 2023
To ensure projects run smoothly and deliver the desired results, process mapping can be a game-changer. Understanding Process Mapping Process mapping, at its core, is a visual representation of the sequence of events or actions in a process.
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Heart of the Customer
APRIL 29, 2022
Customer journey mapping lays a strong foundation for the success of your customer experience initiatives. So having a research-backed customer journey mapping process is critical. Unfortunately, that’s where most journey mapping initiatives go wrong. But only if it’s done right. Almost two-thirds fail to drive action.
Customer Bliss
OCTOBER 27, 2016
We spend a lot of time in companies discussing “process mapping,” which is — theoretically, and sometimes in reality — a way to make our processes more effective. When you have stupid rules and layers of process mapping, you have annoyed, possibly burnt-out employees.
Speaker: Dave Seaton, CEO of Seaton CX
Is Customer Journey Mapping a tired fad from 2013? 💥 The answer lies not in the map itself, but in the mapping process. When crafted with precision and insight, journey maps emerge as powerful catalysts, transforming customer experiences and steering businesses towards profitable growth.
InMoment XI
SEPTEMBER 28, 2022
Qualitative Research Customer Journey Mapping Ideation to Improve the Customer Experience. Customer Journey Mapping. Understanding the experience a customer has, from their perspective, across their end-to-end journey with your company, products, services or processes is what customer journey mapping is all about.
InMoment XI
OCTOBER 14, 2021
There are a lot of elements to building a successful customer experience (CX) or employee experience (EX) program, but one of the most fundamental is employee and customer journey mapping. Here are three quick reasons why journey mapping is essential: Optimizing Program Investment Expanding Your Program Figuring Out What Comes Next.
Speaker: Keith Kmett, Principal CX Advisor at Medallia
🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the CX orchestration process. You will gain insights into how to use journey maps to identify pain points, opportunities, and touchpoints where orchestration can make the most impact.
Speaker: Diane Magers, Founder and Chief Experience Officer at Experience Catalysts
Transforming customer engagement, Voice of Customer (VoC) insights, and Journey Maps into tangible financial outcomes poses a significant challenge for most organizations. In the world of business, connecting the dots from experience to financial impact is an essential skill.
Speaker: Kristina Evey, Customer Experience Strategist, The Customer Experience Podcast for Business Leaders
This webinar will do a deep dive into the mindset, processes and methods of building a successful Customer Experience. Outcomes of effective Journey Maps. The psychology behind consumer behavior and experiences will be addressed as a foundation leading to the methods to build connection with customers to drive loyalty.
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