CX Journey

JULY 10, 2014

You''ll need a way to crosstab, predict, identify key drivers, and prioritize improvements with survey data; mine and analyze your unstructured data; and track, review, and prioritize social media inputs and influencers. Challenges I might make this sound simple and simplistic.

Unstructured Data 82

Unstructured Data Customer Experience VOE Data Mining 82

CX Journey

JUNE 22, 2017

Step 4: Map the Customer Journey Journey mapping is a way to walk in your customer's shoes and chart his course as he interacts with your organization (channels, departments, touchpoints, products, etc.) While asking puts the onus on the customer to respond, listening puts the onus on the company to be wherever customers voice their opinions.

Customer Journey Map 69

Customer Journey Map Voice of the Customer VOC Social Media 69

CX Journey

NOVEMBER 10, 2015

We then use the results to better frame our training efforts and to provide other (the right) tools needed to ensure employees have a clear line of sight to customers and are equipped to deliver the experience we need (and customers want) them to deliver. Voice of the Employee : Listen to employees.

Government 73

Government Customer Journey Map Social Media Voice of the Customer 73

CX Journey

SEPTEMBER 8, 2016

When you implement a formal program to listen to employees, the initiative is referred to as Voice of the Employee (VoE). In this blog, I’ll describe the context that a Voice of Employee program needs to thrive, effective employee listening methods, and how you can actually use those insights. We ask them.

Customer Experience 57

Customer Experience VOE Voice of the Employee Social Media 57

Confirmit

OCTOBER 27, 2019

We often find companies pay particular attention to individual touchpoints and transactions, and as a result are less informed of their customers’ end-to-end experience. With so many interactions, channels, touchpoints, devices and stages in a customer lifecycle where do we begin to map out the entire customer journey?

Customer Journey Map 40

Customer Journey Map Voice of the Customer Social Media Touchpoint 40

Execs In The Know

DECEMBER 6, 2021

For businesses around the globe, Contact Centers represent the heartbeat of their organization: it’s where their two most valued constituencies — employees and customers — intersect and interact. It’s literally a frontline touchpoint that impacts the bottom line of an organization.

Contact Center 52

Contact Center CX Unstructured Data Social Media 52

Execs In The Know

DECEMBER 6, 2021

For businesses around the globe, Contact Centers represent the heartbeat of their organization: it’s where their two most valued constituencies — employees and customers — intersect and interact. It’s literally a frontline touchpoint that impacts the bottom line of an organization.

Contact Center 52

Contact Center CX Unstructured Data Social Media 52