Customer Journey Management – it’s not just about the mapping!


Customer Experience is now recognised as a profession – as I am sure many are bored with hearing me repeat over and over again! As a result, the Customer Experience discipline is most definitely NOT a tick, or check box exercise! A collage of customer journey maps!

Do Customer Journeys Drive Your Content Strategy?

Kerry Bodine

This journey map for the Exploratorium , a science museum in San Francisco, is one of my favorites. I’ve used this map for years as a teaching tool in our journey mapping workshops. Many organizations use journey maps to make improvements to customer pain points.

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Using Customer Journey Maps: Dirty Secrets and Wasted Opportunities


Customer journey mapping is having a moment. Using customer journey maps is becoming almost (almost!) Organizations see how beneficial mapping the customer experience is. commonplace.

Does Your Customer Journey include Happy Processes?

Wired and Dangerous

jameschipper / 123RF Stock Photo " alt="Does Your Customer Journey include Happy Processes? Bottom line, it is the means that organizations use to deliver service to customers as they journey across your organization.

7 Steps to Elevate Your Customers' Experience

Learn how to walk through your customer's journey in order to improve their satisfaction and engagement

The Future of the Customer Journey


The customer journey is a series of steps a consumer takes when engaging with your company. Thanks to the modern consumer’s access to seemingly unlimited sources of data and technology, the customer journey today does not develop in the same way that it did five or ten years ago.

Tailoring the Customer Journey

Wired and Dangerous

Customers today are Vain — expecting treatment that telegraphs they are special and unique, not just one of the masses. This customer narcissism has been forged through the pampering provided by service providers, as well as their new-found muscle to get their way in the marketplace.

5 Customer Journey Mapping Mistakes that Lead You Nowhere


Understanding what your customers are doing when is such a sexy, intriguing topic. We all want to better comprehend why our customers behave the way they do and when they make certain choices. That’s why customer journey mapping is such an inviting idea.

Rethink the Customer Journey


Welcome to Customer Insights , a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. This week: Insurance companies must rethink the customer journey.

7 Secrets of Voice of the Customer Success Whitepaper

and price differentiation are limited, or where great customer experiences are. As customer experience. your Voice of the Customer program, these will set you on the path to VoC. 7 Secrets at a Glance Over the past few years, Voice of the Customer (VoC) programs have become.

Trust Centric Customer Journeys

Wired and Dangerous

Today’s customers are more powerful than ever and they are more fickle than they have ever been. One of the key elements in any customer relationship is trust. Can your customers feel trust as they interact with every area of your organization? We live our lives on promises.

The 9 Stages Of The Archetypal Customer Journey

Kerry Bodine

No two customer journeys look the same. No two customers will ever interact with you in exactly the same way at exactly the same time—nor will they share exactly the same perceptions, thoughts, emotions, and memories about those interactions. The Customer Journey

The changing nature of the customer journey


In today’s omnichannel world, the customer journey is no longer a straight line from A to B, but rather a meandering path, encompassing multiple touchpoints.

Customer Journey Mapping Workshop in November!

Kerry Bodine

Join us for a hands-on customer journey mapping workshop in the heart of San Francisco! You’ll get to ask all your burning questions about journey mapping, hear best practices and examples, and swap tips with other customer experience practitioners.

The fundamental flaw in customer journey mapping—and how to fix it

Vision Critical

A customer journey map is a simple idea that has become overly complicated. At its core, a customer journey map tells the story of a customer’s experience. Why so many companies fail to master the customer journey.

How to Build Great Customer Journeys

Make Each Touchpoint a Meaningful Experience

Understanding the Customer Journey

Michelli Experience

If only we could use similar technology to hone and deliver the ultimate experience for our customers. Siri, make my customers love me, come back for more, and tell their friends.”. That hope comes in the form of an old fashioned “customer journey” map. I will admit it.

Journey Mapping Q&A: Customer Journey Mapping Workshops

Kerry Bodine

Back in May, I presented a webinar called “ 10 Ways To Use Customer Journey Maps ” as a part of Qualtrics ’ CX Week. Part 1 of this series focused on common journey map components and how to use maps to prioritize customer experience initiatives. In this post, I’ll tackle several questions about the nitty-gritty details of creating journey maps. What is the process for creating journey maps? Who should be involved in customer journey mapping workshops?

The Customer Journey Map Starts with Customers

Customer Bliss

The customer journey map offers a new starting point for the CX work of the organization. Instead of starting with the silos, you are starting with your customers’ lives. Their intent is to “earn the right” to grow by improving their customers’ lives.

Challenges of Understanding the Customer Journey End-to-End


Many customers experience the product or service offered by an organization differently than how the organization anticipates. Some of this has to do with where the journey actually begins and ends. But the experience is more than what a customer does after purchase.

Guiding Lights for the Customer Journey

Wired and Dangerous

Today’s wired and dangerous customers expect to journey through their experience with your organization without friction, hassle or delay. This has become the customer’s expectation rather than the exception to their journey. Customers depend on night lights.

Getting Real Business Value from Customer Journey Mapping


The Customer Journey Map Starts with Customers

Customer Bliss

The customer journey map offers a new starting point for the CX work of the organization. Instead of starting with the silos, you are starting with your customers’ lives. Their intent is to “earn the right” to grow by improving their customers’ lives.

Customer Journey Analytics vs. Traditional Analytics—Know the Difference


It’s expected that 60% of all large organizations will develop customer journey mapping capabilities by 2018. Consider that a typical customer now owns three personal mobile devices , each with anywhere from 10 to 20 downloaded apps.

18 Reasons to Map Customer Journeys

CX Journey

Image courtesy of GrantVernon Have you started journey mapping yet? Or are you still wondering why it''s an important tool to have in your customer experience management toolbox? I think customer experience professionals have made huge inroads in that regard this year.

Is Trust the Service Centerpiece for Your Customers Journey?

Wired and Dangerous

Trust is the emotion that propels customers to the other side of the gap between their expectation and their experience. Making trust the centerpiece of innovative service can catapult a service provider into a position of distinction in the eyes of customers.

Where Does Respect Fit in the Customer Journey?

Wired and Dangerous

Designing and implementing a customer journey that drives great experiences is a hot topic today. One element that many organizations miss, as they review their customer journey maps, is the element of respect. Now, here is the best part about customer respect.

Which Customer Journeys Should You Map?

Kerry Bodine

Where should you start your journey mapping efforts? Many aspiring journey mappers feel overwhelmed because they believe that they need to map every single interaction that their customers could possibly have with their organization—a daunting task, indeed! I can’t say you should never map the full end-to-end journey (one that’s basically aligned with the complete customer lifecycle). Specifically, choose a journey that….

Name the Stages of Your Customer Journey

Customer Bliss

When you take on journey mapping, make your first action gaining agreement on the names of the stages of your customer journey. At the end of the each stage: Can your customer state what they were able to accomplish? Is your customer clear about the value they received?

Walled Gardens and Customer Journey Mapping


Let me begin with an obvious observation about customer experience excellence: Customer Journey Mapping is all the rage, it seems. Everyone is developing a journey map of customer relationships, not only the “cool kids” who pioneered this practice years ago. Even “Stalwarts” are proudly displaying their maps in their offices and sharing them amongst their. View Article

15 More Reasons to Map Customer Journeys

CX Journey

Image courtesy of CountyLemonade Still not convinced you need to map customer journeys? Earlier this week, I wrote about how eye opening journey maps and journey mapping workshops are. A couple years ago, I wrote a popular post titled 18 Reasons to Map Customer Journeys.

Customer Journey Maps – the Top 10 Requirements (Revisited)

Heart of the Customer

Two years ago I posted Customer Journey Map – the Top 10 Requirements. The post Customer Journey Maps – the Top 10 Requirements (Revisited) appeared first on Heart of the Customer. Customer Experience Customer Journey Map

A customer journey map is a story

Heart of the Customer

A question I get asked a lot is, “What exactly is a customer journey map?” The post A customer journey map is a story appeared first on Heart of the Customer. Customer Experience Customer Journey Map

The Power of Customer Journey Mapping (Video)

Experience Matters

Customer journey mapping is a valuable tool, but Customer Journey Thinking can change your culture. Watch this short Temkin Group video to find out more… The bottom line : Your customers are on a journey, help them.

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What Goes Into a Customer Journey Map?


Customer journey mapping is a tool to help you view what it’s like from the customer viewpoint to experience their journey with your company, in their shoes. This is one of the most talked about aspects in the field of Customer Experience.

Monitoring Your Customers’ Journey in “Real Time”

Wired and Dangerous

Customers are changing rapidly and keeping up with customer expectations in a world where nobody wants to complete another survey can be very challenging! Today the customer tells us it’s all about the experience. Customer needs are a lot like the landscape.

Customer Journey Map redefined: Customer Journey Management


While many customer experience practitioners have readily adopted journey mapping as a best practice, too many of us look at it as a “once-and-done” activity. Let me make a suggestion right out of the gate.

Customer Journey Map Template


A customer journey map is an important tool for any successful customer experience management program. It illustrates the various stages of the customer journey, and pinpoints customer needs and wants at each stage. Customer Experience

Customer Journey Mapping – an art or a science? Part 1

Ian Williams

In this two part blog, we take a look at Customer Journey Mapping. In this first blog, we examine the origins and principles of journey mapping, with the follow on blog looking at different elements, approaches and methodologies. CX (Customer experience) is the real deal. Although it has only really been taken seriously within the past 15 years, many of the aspects and practices found within CEM (Customer Experience Management) go back a lot, lot further.

Analyzing Your Customer Journey

CallidusCloud CX

The digital transformation has allowed us to market more strategically to our customers. But it’s also caused our customers to want more—more engagement, more value, more memorable experiences—from our companies overall. But do journey maps really make a difference?