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Five Questions To Answer for Customer Journey Mapping Success

Heart of the Customer

Successful customer journey maps drive customer-focused change like improving customer experience, developing a new way to deliver value to customers, or reducing the cost to serve current customers. The reason? The reason? A lack of action […].

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Webinar: From Journey Mapping To Journey Management

Kerry Bodine

Join me on Wednesday, August 12 at 1:00pm ET for a webinar with the Toronto Customer Experience Professionals Association. Journey mapping has reached fever pitch in the customer experience world. What are the key responsibilities and challenges of Journey Managers? Webinar overview.

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Customer Journey Mapping Tips

Brad Cleveland Blog

One of the most popular arrows in the quiver of a customer experience professional is the customer journey map. And for good reason…it’s a straightforward, effective way to visually depict a customer’s relationship with your organization.

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Q&A From My CXPA Webinar: From Journey Mapping To Journey Management

Kerry Bodine

On Wednesday I presented a webinar with the Toronto Customer Experience Professionals Association. I’ve organized the questions according to the Journey Management framework that I presented on the webinar: Discover the journey, Design the journey, and Deliver the journey. Discover The Journey.

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Plugging Your Community Into the Customer Lifecycle

Speaker: Nichole Devolites, Customer Experience Expert, SecureAuth

Customer experience professionals understand the importance of both creating and maintaining thriving and easily available programs that improve CX. Community is a central part of this responsibility yet, there are times when it is difficult for those of us who work in CX to connect your community with your customersjourney.

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The Basics of Customer Journey Mapping

PeopleMetrics

Over 150 customer experience professionals completed a PeopleMetrics online assessment about the presence, or absence, of customer-centric practices in their organizations. However, one exception to this stagnation in activities exists: the practice of customer journey mapping. mark or memory.

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Drive Real #CX Change with Journey Maps

CX Journey

Are journey maps a waste of time, or can you really use them to drive CX change? Done right, you can drive real CX change with your journey maps! Done right, you can drive real CX change with your journey maps! Customer experience is a journey.