Hero Digital
JUNE 4, 2019
Before any groundwork can be made, understanding your customer is paramount. According to Forrester , only 39% of CX pros are using customer journey maps to capture customer pain points, measure the right CX drivers, and align operational metrics with customer expectations. 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. Probably the most important thing to do next is to socialize the maps.
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Maru Group
MAY 30, 2019
In the past year, we have seen an increasing number of organizations undertaking customer journey mapping (CJM) programs. However, an objective analysis may suggest that only a small proportion of about a tenth of their customers ever go through that experience. Ensuring Customer Engagement .
Maru Group
MAY 30, 2019
In the past year, we have seen an increasing number of organizations undertaking customer journey mapping (CJM) programs. However, an objective analysis may suggest that only a small proportion of about a tenth of their customers ever go through that experience. Ensuring Customer Engagement.
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
In the onboarding phase, I'm being more direct about how we honor our customers’ voice together to ensure a memorable, consistent experience. Immediately begin listening to the voice of the customer Is there a better way to improve CX than to listen to the voice of the customer?
CX Journey
APRIL 3, 2019
There are a lot of different channels and ways for customers to tell you about their needs and desired outcomes and how well you are performing against their expectations. Understanding these expectations and identifying key drivers of a great customer experience are important outcomes of this exercise. Research your customers.
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