CX Journey

JULY 7, 2015

Today's post is a modified version of a post I originally published on Touchpoint Dashboard on February 4, 2015. You map because you need to understand the customer experience; you know that you cannot transform something you don't understand. The map must include more than just what the customer is doing, thinking, and feeling.

Customer Journeys 80

Customer Journeys Exercises Touchpoint Call Recording 80

Second to None

JANUARY 22, 2019

Rather than focus on the new tech that could be implemented to improve the Customer Experience, check out the following organizational philosophies written by Randy Pennington for the Huffington Post. Here are three lessons you can learn from TeleSign about the importance of how you think in enhancing the customer experience: 1.

Telecommunications 48

Telecommunications Effort Score Voice of Customer B2C 48

CX Journey

JANUARY 22, 2016

It was published on their blog on August 20, 2015. When you're designing or redesigning your customer experience, it's critical to listen to - and understand - your customers, what they are trying to do, and how well it's going. (And Those voices come from customers, partners, employees, and customers through employees.

Innovation 80

Innovation Company Voice of Customer Meeting 80

Alida

OCTOBER 23, 2017

Calculating the ROI of ongoing customer engagement is easier than you think. The key is to follow practical frameworks that tie the insight you get from customer relationships to measurable business results. At the Customer Intelligence Summit , three customer-led companies shared how they are making ROI measurement a reality.

ROI 153

ROI Customer relationships Insurance Advertising 153

SuiteCX

MARCH 31, 2015

Governance in Customer Journey Mapping. Governance in Customer Journey Mapping March, 2015. ©2015 suitecx – Confidential What are some governance models CX teams are using to manage their journey mapping efforts? . No common tools or process. Level of maturity.

Customer Journeys 100

Customer Journeys Government CEM Omni-Channel 100

Retently

AUGUST 9, 2018

How much do you focus on customer retention? If you don’t, you’re likely to hemorrhage money in the long run, given that acquiring new customers will cost you 5 times more than retaining existing clients. Because it’s one of the best ways to increase customer satisfaction and trust in your brand.

Feedback 104

Feedback CEM Net Promoter Score Social Media 104

ClearAction

OCTOBER 25, 2018

Customer-Centric Marketing: Step-Up Performance Lynn Hunsaker. Customer-centric marketing is necessary, yet far from sufficient — from customers’ and investors’ perspectives. Typical roles adopting customer-centric marketing are in the marcom area: digital, content, automation, intelligence, retention, advertising.

Customer Centricity 59

Customer Centricity Marketing Customer Journeys Study 59

Confirmit

JULY 29, 2020

I think we can safely say that anyone back in 2015 who was asked the dreaded interview question “Where do you see yourself in five years’ time” didn’t get too close to the mark. Voice of the Customer Voice of the Employee Market Research Company. It’s been quite the year so far.

Roadmap 59

Roadmap Infographics Course CRM 59

Confirmit

DECEMBER 22, 2016

It’s something I hear from customers all the time, and which I know is a common pressure across the industry. Confirmit Horizons is such a powerful platform that we’re always able to suggest new or adapted ways of working that will really make a difference to our customers.

Travel 45

Travel Customer Voice Meeting Industry 45