The Success League

MARCH 12, 2025

So, why, if my point is that customer journey mapping still matters, am I telling you this story? Because someone had to design this journey, even though the delivery was entirely digital. The Human Side of Digital Customer Experiences Digital customer experiences are still human experiences.

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Customer Journey Map AI Start-ups Customer Experience 52

ECXO

NOVEMBER 19, 2024

Lesson for Companies : Your customers are the heroes of their own stories. To improve customer experience, companies must first understand their customers’ unique journeys, pain points, and goals. By recognizing where customers are in their journey, you can deliver personalized experiences that guide them toward success.

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CX Customer Experience Social Media Touchpoint 296

eglobalis

OCTOBER 1, 2024

For example, Sales can provide insights on customer feedback directly to Marketing, allowing for more targeted campaigns. Similarly, IT can work closely with Operations to ensure that the necessary technological infrastructure supports both departments’ needs.

CX 405

CX Finance Customer Journey Map Innovation 405

Customer Think

SEPTEMBER 17, 2021

Before we dive into customer journey mapping tools, we must keep in mind that, by itself, journey mapping is not a customer experience product or service. A journey map is a visual representation of your end-to-end customer experience.

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Customer Journey Map Customer Experience Technology Technology 94

Retently

OCTOBER 1, 2018

We believe that happens because not enough businesses use a customer journey map to keep track of clients’ desires, needs, and behaviors – basically the kind of information that can help you prevent high customer churn rates. What Is the Customer Journey? What Is a Customer Journey Map?

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Customer Journey Map Touchpoint Social Media CEM 91

CX Accelerator

NOVEMBER 11, 2022

Customer Insights/Measurement/Analytics. Customer Journey Mapping. In this role, you want someone who is naturally curious who will be internally motivated to seek out answers to the questions they have about customer behavior. Resource: 6 Sources of Customer Understanding by CXpert. Change Management.

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CX Customer Journey Map CX Transformation Government 307

Kerry Bodine

JUNE 29, 2015

For the past few weeks, I’ve posted answers to some of the questions I got during my Qualtrics ’ CX Week webinar “ 10 Ways To Use Customer Journey Maps.” (You In Part 1 and Part 2 of this series, I talked about the elements of a journey map and how to run a journey mapping workshop.

Customer Journey Map 87

Customer Journey Map B2C B2B Finance 87

eglobalis

SEPTEMBER 16, 2024

At the local level , mapping the customer journey requires gathering insights directly from local teams. This includes regular touchpoints with sales and support teams who interact with customers on the ground. Leverage Digital Tools Digital transformation is crucial for delivering exceptional B2B customer experiences.

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B2B Customer Experience Touchpoint B2C 329

Customer Think

SEPTEMBER 10, 2021

Customer journey mapping enables interactions with a company to be visualized, sequentially, along a mapped timeline. This shows the journey from brand discovery to buying and beyond. Compared to other […].

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Customer Journey Map Technology Technology 78

ECXO

OCTOBER 7, 2024

Innovation is your constant companion in this exhilarating journey. You are tasked with reinventing the customer journey, merging technology and human touch to craft seamless, personalized experiences. 3. Design Seamless Customer Journeys: Mapping out and optimizing the customer journey is a critical task.

Customer Experience 373

Customer Experience CX Innovation Artificial Intelligence 373

ECXO

JUNE 11, 2023

How do customers experience your brand – across touchpoints? Develop a customer journey map – (re)mapping the customer journey will help you identify areas where you can improve the customer experience. How have journeys changed since Covid? Where are the pain points? How are you doing?

B2B 390

B2B B2C Touchpoint Customer Satisfaction 390

ECXO

DECEMBER 25, 2024

The Changing Landscape of Customer Expectations Over the last decade, customer expectations have evolved dramatically, reshaped by advancements in technology, the proliferation of online shopping, and the increasing availability of personalized services.

Customer Experience 156

Customer Experience Social Media CX E-commerce 156

SurveySensum

FEBRUARY 17, 2021

In the fourth episode of the Experience talk: Voice of Customer and Employee , Tanuj Diwan , Head of Product and Nandkishor Tripathi aka NK, Global Head of Customer Experience and Success at SurveySensum are running a workshop on Customer Journey Mapping. . Run the customer journey mapping exercise in a group.

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Customer Journey Map Touchpoint VOC Start-ups 59

Experience Investigators

SEPTEMBER 16, 2024

Customers have distinct preferences for how they interact with your organization, making it tricky to know the best places to focus your customer experience efforts. When it comes to building those customer journey maps… well, some things are easier said than done. What is a Customer Journey Map?

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Customer Journey Map CX Artificial Intelligence Start-ups 59

ECXO

JUNE 23, 2024

This involves not only training your team on customer success principles but also ensuring that every department within your company understands and prioritizes the customer’s success and satisfaction. Furthermore, implementing the right technology and tools is paramount for the success of your customer success team.

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CX Customer Satisfaction Innovation Education 358

Execs In The Know

JANUARY 20, 2025

The answer lies in understanding not just who your customers are but how they experience your brand at every turn. This is where customer journey mapping becomes your secret weapon. But heres the thing: journey mapping has an image problem. Every interaction is an opportunity to build loyalty or lose it.

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Customer Journey Map Social Media Touchpoint Actionable Insights 52

CSM Practice

NOVEMBER 16, 2020

For some companies, they take customer journey mapping at a basic level to the point that it doesn’t encapsulate the maximum value that you can get out of this exercise. There are even companies with customer success teams but don’t have customer journey maps which can be considered as a loophole.

Customer Journey Map 52

Customer Journey Map B2B Customer Retention Start-ups 52

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.

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Customer Journey Map CX Non-Profits Touchpoint 52

ECXO

APRIL 12, 2021

Although as a generic term is has a broader scope, in this digital age enabled by information technology running on IT systems basically means doing ITSM which is an acronym for IT Service Management. Journey maps can help pinpoint moments of truth and create a more enjoyable experience for customers.

Customer Experience 296

Customer Experience Net Promoter Score Customer Journey Map CX 296

Transcosmos

FEBRUARY 19, 2021

In our technology-driven world, where the market is highly competitive in segments and customers’ expectations are evolving instantly, personalized, and seamless customer experience is more important than ever. There are, however, fundamental steps that all maps should follow to succeed. Conclusion.

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Customer Journey Map Omnichannel Customer Expectations Customer Satisfaction 52

Callminer

APRIL 20, 2018

As a CX leader, you also need to know which technologies will help you achieve your core objectives in managing the customer experience. This post will help you zero-in on those technologies and best practices proven to produce results. Adopt Technologies That Align with Your Customers’ Expectations.

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Contact Center Customer Experience Machine Learning Sentiment Analysis 186

Qmatic

NOVEMBER 16, 2022

It all starts with clearly understanding who your customer is (which can be a patient, citizen, or visitor), their wants and needs, and preferred forms of communication and technology.

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Customer Journey Map Healthcare Government Retail 78

ECXO

MAY 11, 2023

Define a customer-centric vision and strategy – develop a clear vision and strategy that outlines the company’s goals and objectives for improving customer experience. The telecoms giant has a customer experience programme that focuses on understanding customer needs and delivering personalised experiences.

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Customer Journey Map CX Transformation CX Social Media 156

Totango

JUNE 24, 2022

At the same time, the distinctive nature of SaaS offers unique advantages for customer success management, including the ability to engage customers digitally, the technological means to automate successful results, and opportunities to leverage customer feedback. Start with a SaaS Customer Journey Map.

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Customer Journey Map Net Promoter Score B2C Customer Satisfaction 109

Kerry Bodine

OCTOBER 14, 2016

Of the four types of customer journey maps , the current-state map is the most ubiquitous. That’s not surprising, given how many organizations are trying to understand their customers’ current pain points and improve the customer experience. Follow these 10 steps: 1.

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Customer Journey Map Start-ups Touchpoint Customer Feedback 125

Totango

FEBRUARY 23, 2022

Your SaaS customer journey map lays out optimized outcomes that lead to customer renewals, upsells, and referrals. Here, we’ll show you how to create your path to customer success. First, we’ll define what a SaaS customer journey is, break it down into stages, and explain why mapping it out is important.

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Customer Journey Map Touchpoint Start-ups Social Media 117

ECXO

AUGUST 2, 2023

We look forward to this crucial topic discussion on European customers not so much addressed in CX. However, of fundamental importance and impact on enterprise technology design and customer-centricity Thank you so much Dr. Liraz Margalit, for your excellent talk here in the ECXO. Liraz Margalit.

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Customer Journey Map CX Innovation Customer Relationship Management 156

Experience Investigators

APRIL 14, 2020

It’s one of the most useful tools you have in your customer experience toolbox at this moment. If you don’t have a journey map, now is a terrific time to create one. Why Journey Maps Matter Now More Than Ever. Customer Journey Maps are a great resource, especially in times of change like these.

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Customer Journey Map Start-ups Touchpoint Social Media 136

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.

Customer Journey Map 109

Customer Journey Map Customer Experience Non-Profits Voice of the Customer 109

Experience Investigators

JANUARY 7, 2025

Step 3 Map and Optimize Customer Touchpoints Customer journey mapping exercises will enmesh you in each personas journey to understand how they find you, what they seek at key steps of their shopping journey (also known as customer touchpoints), and how you can maximize their post-purchase satisfaction.

Customer Experience 52

Customer Experience Customer Journey Map Touchpoint CX 52

Totango

OCTOBER 18, 2023

—Mid-market business leader “Most Implementable” in the Enterprise Implementation Index for Customer Success software “Fastest Implementation” in the Enterprise Implementation Index for Customer Success software Totango makes onboarding efficient and easy Hot take!

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Customer Journey Map Touchpoint Start-ups Business Growth 108

Taylor Reach Group

JULY 6, 2018

Previously, we discussed statistics related to the organization and customer journey mapping. Below, we will be discussing Contact Statistics related to the various technologies within the Call Center. Contact Center Technology Statistics: 86% of consumers are willing to pay more for an upgraded experience.

Contact Center 58

Contact Center Technology Technology Customer Journey Map 58

CSM Practice

AUGUST 7, 2020

Last July 21, 2020, CSM Practice had an awesome 8th session of the CS Executives Roundtable with the topic about Customer Lifecycle Journey. This session featured VitalSource, a leading education technology solutions provider led by William Chesser, VP for Customer Success, and Shanna Daniel, Manager for Partner Success Teams.

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Customer Journey Map Education Customer Retention Technology 81

ClearAction

FEBRUARY 23, 2015

Journey Mapping: Focus on the Customers’ Experience. Customer journey maps are all the rage. Customer journey maps are a means to an end, not an end in themselves. They are one of many alternatives you can select to understand your customers' world.

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Customer Journey Map Customer Experience Voice of the Customer VOC 96

Totango

NOVEMBER 10, 2023

As a leader in customer success, who’s your friend in the C-suite? Is the customer journey mapping exercise a worthwhile effort? Who owns the customer community for your organization? 2023, Chris Dishman , Totango’s SVP of Global Customer Success, hosted the lively Hot Takes! We hope so!

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Customer Journey Map Construction B2B Touchpoint 104

PeopleMetrics

FEBRUARY 21, 2023

Why is customer experience research important? These can stem from external sources, such as new trends in technology, or even from your business’s own practices, like launching a new product or service. Customers interact with your business in a variety of ways before they finally make a purchase.

Customer Experience 117

Customer Experience Customer Journey Map Net Promoter Score Start-ups 117

Totango

AUGUST 23, 2022

Then, we’ll consider why B2B touchpoints are useful for customer success teams and why mapping them out is such a powerful strategy. Finally, we’ll offer some guidelines on how to structure your B2B customer journey map around key touchpoints and how to use technology to automate an effective touchpoint management strategy.

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Touchpoint B2B Customer Journey Map Social Media 122