Customer Voice Exercises Metrics Touchpoint 
CX Journey
JULY 7, 2015
Today's post is a modified version of a post I originally published on Touchpoint Dashboard on February 4, 2015. One of the arguments against journey mapping I often hear is that it's an exercise in futility: You map. The map must include more than just what the customer is doing, thinking, and feeling. You put it on the wall.
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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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.
Experience Investigators by 360Connext
MAY 15, 2024
Customer insights can now drive changes at every level of the organization. And by aligning CX metrics with key business metrics, Maggie’s team has created powerful visibility and responsibility for achieving those goals. Three of our five network-incentivized metrics are now patient experience metrics, which is incredible.
Confirmit
MAY 29, 2018
With the right program in place, the Voice of the Customer can directly correlate to business success metrics so it’s well worth the time and effort to connect with customers using the right channel, at the right time. Understand your customers’ expectations better. Voice of the Employee.
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