Experience Investigators by 360Connext

NOVEMBER 3, 2020

What is Employee Journey Mapping? If you’re familiar with customer journey mapping, then you may know more about employee journey mapping (EJM) than your realize. Provide the resources, tools and support employees need. What does an employee journey map look like?

Customer Journeys 143

Customer Journeys Tips Net Promoter Score Leadership 143

Quadient

JULY 25, 2022

Customer Journey Map Examples & Templates. Since every customer's journey is unique and every business has unique customer experience (CX) goals, there is no one-size-fits-all customer journey map example. Why are customer journey map examples useful?

Customer Journeys 52

Customer Journeys Examples Touchpoint Case Study 52

InMoment XI

OCTOBER 20, 2022

After nine EMEA customer experience experts, 200+ delegates, eight workshops, and hours of fun and networking at the colourful evening reception, it’s safe to say the XI Forum Europe was a success! If you missed out on the event, don’t worry—here are five key takeaways you can use to apply to your experience programme today!

Customer Experience 529

Customer Experience Customer Journeys Effort Score Culture 529

InMoment XI

JULY 12, 2023

With the number of businesses available to your customer base, including big competitive retail brands, you have to make your business stand out from the pack. In the modern digital world, it’s by creating a seamless customer experience strategy. This is called the customer journey. How exactly do you do this?

Customer Experience 260

Customer Experience Strategy Self Service Customer Journeys 260

CX Journey

MAY 1, 2019

.* I've been doing a bit of speaking lately, either about journey mapping or with journey mapping as a piece of the talk, and I've learned a lot - or, rather, confirmed a lot. Namely, you might think you're journey mapping; you call it journey mapping; but it's not really journey mapping.

Customer Journeys 150

Customer Journeys Touchpoint Customer Experience Customer Experience Design 150

The DiJulius Group

JANUARY 2, 2024

Building and Developing Great Leaders The Correlation Between Happiness at Work and Overall Life Satisfaction This is how Leaders can Improve the Customer Journey How to Train Great Customer Service Skills in the Next Generation How Team Members Can Be Inspired to.

Employee Experience 92

Employee Experience Customer Experience Culture Training 92

Call Experts

OCTOBER 10, 2019

A company must understand how their customers behave, their patterns, and their pain points. Customer experience is not necessarily linear. Often, the customer journey is influenced by motivations and trends unrelated to your company’s service. What customer behavior are you trying to understand?

Customer Journeys 64

Customer Journeys Call Center Conference Contact Center 64

Experience Investigators by 360Connext

SEPTEMBER 15, 2020

Employee Experience is Critical, and Smart Organizations are Taking Notice. Employee experience has been called “the new customer experience” and “the answer to customer experience” in more than one article. First Impressions: The Candidate Experience.

Touchpoint 162

Touchpoint Employee Experience Customer Experience Brands 162

SuiteCX

NOVEMBER 29, 2016

In the same way that marketing has evolved to being very focused on the customer experience, companies are needing to become more employee experience focused. Customer journey mapping is a simple but very powerful way to understand the impact of key moments on the customer’s experience as they interact with the company.

Customer Journeys 100

Customer Journeys Employee Experience Course Groups 100

SuiteCX

NOVEMBER 29, 2016

In the same way that marketing has evolved to being very focused on the customer experience, companies are needing to become more employee experience focused. Customer journey mapping is a simple but very powerful way to understand the impact of key moments on the customer’s experience as they interact with the company.

Customer Journeys 100

Customer Journeys Employee Experience Groups Course 100

Experience Investigators by 360Connext

APRIL 27, 2021

How important is customer experience in your organization? Most executives now consider customer experience a priority, but so many of them are still not ready to get serious about it. It can feel daunting to try to actually improve the customer experience when there are real challenges to overcome.

Customer Journeys 291

Customer Journeys Customer Experience Culture Sports 291

CX Journey

JUNE 12, 2019

In today's post, I reveal the secret sauce for journey mapping success. There's a lot of bad press out there about journey mapping. And there's a lot of bad journey mapping (or what people think is journey mapping ). A few months ago, I shared my six-step journey mapping process.

Customer Journeys 125

Customer Journeys Policies Analysis Tools 125

CX Accelerator

NOVEMBER 11, 2022

Collaboration with Ben Motteram and Nate Brown To transform an organization into one that is more customer centric is a complex task that requires many different skills. Customer experience is multi-disciplinary. Customer Insights/Measurement/Analytics. Customer Journey Mapping. Employee Experience.

Customer Journeys 307

Customer Journeys Resources Analytics Customer Centricity 307

CX Journey

APRIL 4, 2018

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.

Customer Journeys 158

Customer Journeys Customer Experience Professionals Tools Customer Experience 158

CX Journey

MAY 1, 2019

.* I've been doing a bit of speaking lately, either about journey mapping or with journey mapping as a piece of the talk, and I've learned a lot - or, rather, confirmed a lot. Namely, you might think you're journey mapping; you call it journey mapping; but it's not really journey mapping.

Customer Journeys 80

Customer Journeys Touchpoint Customer Experience Customer Experience Design 80

Experience Investigators by 360Connext

OCTOBER 13, 2020

Is Your Organization’s Customer Experience Proactive, or Reactive? Customer Experience is about designing the right experience, actively working to understand customer needs before they tell you, and supporting the backend processes and employees who deliver those experiences.

Customer Journeys 143

Customer Journeys Customer Experience Net Promoter Score How To 143

Experience Investigators by 360Connext

AUGUST 27, 2019

The employee experience can feel hard to manage. As leaders, we ask our employees to care about a lot of things, even those that are only tangentially related to their job descriptions. As an industry, we’re overwhelming employees with messages about the next big thing they need to learn… Digital Transformation!

Employee Experience 146

Employee Experience Customer Experience Culture Retail 146

CX Journey

NOVEMBER 21, 2018

Did you know that journey maps are more than a tool? I've written previously about 11 myths and mistakes about journey mapping: 5 Myths of Journey Mapping 6 Bonus Myths of Journey Mapping I should add one more myth, which is really the umbrella myth that likely encompasses all the others: Journey mapping is just a tool.

Customer Journeys 105

Customer Journeys Guidelines Tools Analysis 105

CX Journey

FEBRUARY 13, 2019

age courtesy of Pixabay Do you know why it's important to digitize your journey maps? In the past, I've written about some of the myths of journey mapping. One of those myths was: Without a digital mapping platform, I can't even begin to map. Are you able to bring data into the map?

Customer Journeys 97

Customer Journeys Touchpoint CRM Software 97

Experience Investigators by 360Connext

MARCH 8, 2021

“ Customer service shouldn’t just be a department; it should be the entire company” – Tony Hsieh (CEO, Zappos) . To deliver exceptional customer experiences, everyone in your organization needs to be on board. Path 1: Customer Experience 101. What DOES customer experience mean and why should we care?

Customer Journeys 271

Customer Journeys Customer Experience Culture Customer Centricity 271

CX Journey

NOVEMBER 19, 2015

Image courtesy of Crack the Customer Code Have some questions about journey mapping? I recently sat down with Jeannie Walters and Adam Toporek for a Crack the Customer Code podcast on one of my favorite topics: journey mapping. You'll find our chat in Episode #68 of Crack the Customer Code.

Customer Journeys 80

Customer Journeys Exercises Tips Metrics 80

CX Journey

SEPTEMBER 14, 2017

Journey maps are a catalyst for change. But the problem is that so many people don't map correctly, and they end up with useless "documents" that aren't actionable. I focus on the myths of journey mapping and discuss several that I think are key. One map applies to all customers; all customers are the same.

Customer Journeys 132

Customer Journeys Tips Software Measurement 132

CX Journey

FEBRUARY 13, 2019

Image courtesy of Pixabay Do you know why it's important to digitize your journey maps? In the past, I've written about some of the myths of journey mapping. One of those myths was: Without a digital mapping platform, I can't even begin to map. Are you able to bring data into the map?

Customer Journeys 80

Customer Journeys Touchpoint CRM Software 80

Customer Bliss

JUNE 20, 2019

In this episode, I chat with Bob Thomas , the first chief experience officer at The YMCA of the Greater Twin Cities, about establishing a scalable CX initiative at a nationwide non-profit. We talk about some of the strategic approaches that he and his team took to improve the organization’s culture, and employee and customer experience.

Employee Experience 128

Employee Experience Culture Customer Experience Customer Journeys 128

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. about the experience, but it is not the definitive map.

Customer Journeys 104

Customer Journeys Exercises Touchpoint Guidelines 104

CloudCherry

AUGUST 9, 2018

Customer expectations are higher than ever. In a world where convenience is everything, companies need to work harder than ever to meet and exceed their customer’s expectations. But the methods we’re using to manage the customer experience are stuck in the past. Pillar #3: Customer experience analytics must be predictive.

Customer Experience Management 150

Customer Experience Management Customer Journeys Customer Experience Management 150

CX Journey

JUNE 12, 2019

In today's post, I reveal the secret sauce for journey mapping success. There's a lot of bad press out there about journey mapping. And there's a lot of bad journey mapping (or what people think is journey mapping ). A few months ago, I shared my six-step journey mapping process.

Customer Journeys 80

Customer Journeys Policies Analysis Tools 80

InMoment XI

DECEMBER 19, 2022

From the very beginning, they’re thinking about outcomes such as: Why does this matter to my customers? Meaningful Experiences Start With Meaningful Data. Meaningful Experiences Start With Meaningful Data. Build Better Surveys to Improve Customer Experience . How will I act on this feedback?

Survey 493

Survey Customer Journeys How To Touchpoint 493

CX Journey

SEPTEMBER 19, 2017

Image courtesy of Pixabay Get the journey mapping process right, and you'll reap the rewards for a long time to come! It was a great hour, during which I busted five myths about journey mapping and interviewed a panel of experts on their experiences with journey mapping. Definitely not.

Customer Journeys 121

Customer Journeys Touchpoint Customer Experience Professionals Customer Experience 121

ECXO

APRIL 12, 2021

Customer Experience and Service Management; meeting along the Customer Journey. The Customer Journey is an important common denominator between the CX and Service Management frameworks. Although their approaches may differ, both share the common goal of realising a great customer experience.

Customer Journeys 98

Customer Journeys Meeting Customer Experience Management 98

Experience Investigators by 360Connext

FEBRUARY 23, 2021

Customer experience is not a fad or a trend or a buzzy phrase. That’s why the foundational work of defining CX at your organization, through a CX Mission Statement and CX Success Statement , are so critically important to accomplishing real change and delivering on real outcomes through customer experience.

Communication 178

Communication Tips Customer Journeys Customer Experience 178

SurveySparrow

SEPTEMBER 23, 2020

Smooth employee journey and serene employee experience. The employee experience concept is one of the most valuable concepts that focuses on employee engagement in the workforce. The term “employee experience” started to gain popularity in 2017.

Customer Journeys 59

Customer Journeys Employee Engagement Employee Experience Feedback 59

Experience Investigators by 360Connext

APRIL 23, 2024

The landscape of consumer expectations is constantly evolving, and understanding the value of customer experience has emerged as a cornerstone for businesses aiming to sustain growth and maintain a competitive advantage. CX leaders need to present strong business cases for every step of their journey.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

Clarivate

JANUARY 29, 2019

These videos are a valuable resource and have covered many interesting insights, trends, and best practices on Customer Experience, Journey Mapping, Employee Experience, Voice of the Customer, and Customer Success. CX Leaders Webinar: The Road to Customer Excellence. Top CX Themes.

Customer Journeys 65

Customer Journeys Video Case Study Study 65

CX Centric

APRIL 4, 2023

At the end of 2022 CX Centric launched the first global State of Customer Centricity Research Project. The objective of this project was to establish a global benchmark related to Customer Centricity. This research was based on the Customer Centricity Maturity Model (CCMM). We have to rethink the work that we do regularly.

Customer Centricity 52

Customer Centricity Employee Experience Report Customer Experience 52

CX Journey

AUGUST 15, 2018

And do you use it in your customer experience transformation efforts? Back in 2014, I wrote a post about a museum experience I had at the California Science Center in Los Angeles where a docent told stories about the exhibits and engaged the audience far more than detailed display placards ever could. Through storytelling, he.

Customer Journeys 90

Customer Journeys Transportation Roadmap Connections 90