Experience Investigators
JULY 17, 2024
Are Customer Journey Maps Really Necessary? She was defeated, and realized she made a misstep in trying to get resources for a customer journey mapping initiative. The C-Suite heard her desire to understand customers better, but they couldn’t see HOW that exercise would benefit the company, exactly.
ClearAction
FEBRUARY 26, 2015
How actionable are your customer journey maps? One of the appeals of journey maps is they look sexy. Yet I've noticed that many customer journey maps aren't really designed to get full mileage from them. Customer journey maps are a means to an end, not an end in themselves.
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Return Customer
JULY 10, 2019
Owing to a growing understanding of the significance of CX, more and more companies are looking at customer service as a proper investment that leads to increased profits. 34% of companies are implementing “customer journey mapping” into their customer service. Huffpost ). Statista ).
ClearAction
DECEMBER 16, 2017
Collaboration like this across your entire company is what’s needed to win customer experience championships. The trophy is sustained growth in all of the following: revenue, profit, market share, share of wallet, customer lifetime value, organizational nimbleness and capabilities.
Kerry Bodine
JULY 31, 2018
This was true when I was designing websites back in the mid 1990’s, and my non-scientific examination of this trend whenever I present to UX groups continues to confirm that a digital UX focus persists. They’re from 2012/2013, but the content is still relevant: From User Experience to Customer Experience.
SurveySensum
JULY 14, 2020
Head of Customer Experience for UL EHS, Co-Founder of CX Accelerator, and CEO of Officium Labs, Nate Brown is an ICMI Top 50 Thought Leader. He is a Customer Experience Blogger and Speaker and offers expertise in customer journey mapping, a voice of the customer programs, survey process and analysis, employee engagement, and others.
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. He wanted to ensure the digital experience would help frame and organize what’s being delivered to the customer on the ground.
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