Customer Journeys Customer Voice Customers Exercises 
Hero Digital
JUNE 4, 2019
When organizations undergo external digital transformation, they also need to shift their mindset from statements of “we want” or “we think” to “our customers need.” Behind the scenes, digital transformation is based on knowing what customers want/need and removing roadblocks. Why Create Customer Journey Maps.
CX Journey
JULY 7, 2015
One of the arguments against journey mapping I often hear is that it's an exercise in futility: You map. You map because you need to understand the customer experience; you know that you cannot transform something you don't understand. This is a common starting point for maps. You put it on the wall.
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CX Journey
APRIL 3, 2019
Image courtesy of Pixabay If you don't know by now, customer understanding is the cornerstone of customer-centricity. Customer-centricity means putting the customer at the center; customer understanding is how you'll achieve that. What is customer-centricity? They ask, “How will this impact the customer?
Maru Group
MAY 30, 2019
In the past year, we have seen an increasing number of organizations undertaking customer journey mapping (CJM) programs. While this statistic is based on a qualitative assessment, as many as half of the CX leaders we work with admit to not infusing their customers’ perspectives into their CJM engagements. Removing Bias
Maru Group
MAY 30, 2019
In the past year, we have seen an increasing number of organizations undertaking customer journey mapping (CJM) programs. While this statistic is based on a qualitative assessment, as many as half of the CX leaders we work with admit to not infusing their customers’ perspectives into their CJM engagements. Removing Bias.
CX Journey
SEPTEMBER 15, 2015
As part of your journey mapping efforts, you’ll likely (well, need to) create two types of maps: (1) current state maps (2) future state maps Current state maps show the steps that customers take today to complete some task, while future state maps show the steps they will be taking to complete the task after the process has been redesigned.
CX Accelerator
OCTOBER 3, 2019
What about the way the company treats its customers? Create a CX journey for your employees The best success with onboarding happens with careful planning and thought about the steps required for new employees to be successful. Failure to do so is disrespecting the customer and the business."
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