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5 Questions to Ask When Making the Choice – Customer Journey Map or Touchpoint Map?

Education Services Group

They may sound the same, but customer journey maps are different from touchpoint maps (also known as service blueprints). They are both ways of looking at the customer journey, but one concentrates on the front-end, customer experience and the other focuses on the back-end processes that drive those experiences.

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How to Create Customer Journey Maps That Work

CSM Magazine

Many organizations are using customer journey mapping to understand and improve the experience of their customers. What is a Customer Journey Map? Customer Journey Maps are a visual representation of a customer’s relationship with your people, products, services and brand over time.

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How to Recruit and Interview B2B Customers for your Customer Journey Mapping Project

Heart of the Customer

This post, written by Heart of the Customer Project Manager Corey Pawlak, is the first in a week-long series about some of the ways journey mapping differs from traditional market research. The post How to Recruit and Interview B2B Customers for your Customer Journey Mapping Project appeared first on Heart of the Customer.

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Creating Customer Journey Maps that Work

Up Your Service

Many organizations are using customer journey mapping to understand and improve the experience of their customers. But the variety of terms used to describe journey maps can be confusing. And that makes the mapping process itself confusing, too. What is a Customer Journey Map?

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The road to customer centricity – where to begin?

ECXO

Everything they do is built around their customers. In other words, they are truly customer-centric. Businesses with a customer focus are relentless in finding new ways to create value. ’ And being able to organise around your customers pays. Is your business truly customer-centric?

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Creating Customer Journey Maps that Work

Up Your Service

Many organizations are using customer journey mapping to understand and improve the experience of their customers. But the variety of terms used to describe journey maps can be confusing. And that makes the mapping process itself confusing, too. What is a Customer Journey Map?

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Leveraging Unstructured Data Analytics: The Key to Unlocking Hidden Customer Insights

InMoment XI

The Benefits of Unstructured Data Analytics: From deeper customer insights and improved customer experiences to data-driven decision-making, unstructured data analytics paves the way for a transformative journey towards customer-centricity and long-term business success.

Analytics 488