CX Journey
APRIL 25, 2018
What is Journey Mapping? Let me start with explaining what journey maps are not: they are not lifecycle maps, sales funnels, buyer funnels, buyer lifecycles, etc. Those are marketing tools and are too high level for customer experience design.
CX Journey
NOVEMBER 17, 2015
You’ve got buy-in and commitment … all the right people in your company are on board to map your customers’ journeys. They realize the importance of walking in the customer’s shoes in order to understand the experience before they can fix it. Only your customers can outline the definitive map.
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Experience Investigators by 360Connext
NOVEMBER 2, 2021
Creating customer personas is an important part of any customer journey mapping exercise or really any customer experience management program. What is a Customer Persona? We develop personas for specific activities around customer experience management. But what are they, really?
SuiteCX
FEBRUARY 18, 2021
My design thinking team was soon using it in most of our meetings. Whiteboarding is just one tool in the huge box that is customer experience design. One would have to jump from the map to the background materials back to the map. I use it for much more than journey mapping. Templates galore!
ijgolding
OCTOBER 28, 2015
Customer journey mapping and touchpoint analysis. Whilst process improvement is pretty well understood by many, Customer Experience Design is a skill set that has been less commonly deployed in organisations around the world. Process improvement methodologies and discipline. 358 44 37 94 980.
Peter Lavers
MARCH 26, 2015
Understanding and “managing” customers’ cross-channel journeys sits at the heart of Customer Experience theory, and numerous different approaches have been taken to map out the current and desired experience. End-to-end Experience. Specify the desired experience for each MOT.
Beyond Philosophy
JUNE 13, 2020
Understanding the process and the role your Customer Experience design plays in it is essential to providing the platform to encourage customer-driven growth. Design your experience understanding the different ways customers make decisions. What Are The Five Rules?
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