Seaton CX

MAY 16, 2024

Customer journey mapping is the foundation of customer experience management. A customer journey map informs your customer experience (CX) strategy, identifies where to listen for customer feedback, and connects your CX vision to the design, delivery, measurement, and management of the customer experience.

Customer Journeys 52

Customer Journeys ROI B2B Financial 52

Seaton CX

SEPTEMBER 27, 2023

In customer experience management, it’s easy to collect pain points. Talk to a customer or send a survey and you’ll come back with a dictionary of pain. We ran a workshop for a cable internet operator and identified 114 customer pain points in 90 minutes—and that’s only what employees already knew about !

Customer Journeys 52

Customer Journeys Touchpoint Customer Centricity Contact Center 52

ClearAction

FEBRUARY 26, 2015

Customer Experience Journeys: Map for Actionability. How actionable are your customer journey maps? One of the appeals of journey maps is they look sexy. Yet I've noticed that many customer journey maps aren't really designed to get full mileage from them.

Customer Journeys 48

Customer Journeys Customer Experience ROI Exercises 48

ClearAction

OCTOBER 25, 2022

We aimed from the start to align every work group with customers’ priorities, engage every group in improving CX efficiency and effectiveness, and embed customer-focus in running our business. Within the first two years, we saved enormous time and money for employees, customers, partners and investors. Learn More.

Customer Journeys 71

Customer Journeys Sports Study Leadership 71

Customer Guru

AUGUST 8, 2018

Customer experience (CX) is the relationship of a customer with a business at all touchpoints during the period of the customer journey. It is widely said that customer experience is the next battleground for organizations. Adam is a globally recognized expert on customer experience.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Journeys 130

Experience Investigators by 360Connext

FEBRUARY 9, 2021

Is customer experience worth it? C-level leaders want to know if customer experience (CX) is worth the investment. Customer-focused employees across marketing, sales, HR, and other departments want to know if new CX initiatives are worth pushing for. These are investments focused on your employees.

Customer Experience 261

Customer Experience Effort Score Net Promoter Score Culture 261

Customer Guru

AUGUST 21, 2018

Michelli is an internationally sought-after speaker, New York Times bestselling author of business books “The Starbucks Experience”, “The New Gold Standard”, “Prescription for Excellence”, and “Driven to Delight”, and an organizational consultant. He has expertise in journey mapping, customer strategy, and market analysis.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115