Beyond Philosophy

APRIL 15, 2015

29 January 2015. Zhecho’s expertise inludes Customer behavior analytics, Customer loyalty, complaints management, and journey mapping. Blogs Thought Leadership' There were five forces involved in the image to the right: Source: Forbes.com. What Killed Michael Porter’s Monitor Group? The One Force That Really Matters.”

Journey mapping 310

Journey mapping Consulting Consulting Airlines 310

Fonolo

OCTOBER 18, 2017

A top mission of the Fonolo blog has always been to help you stay informed with the fast-moving contact center industry. The reports on today’s list are focused on more specific topics within the realm of the call center such as agent management, journey mapping and self-service. Executive Report on Performance & Agents.

Call Center 117

Call Center Journey mapping Self service Interactive Voice Response 117

Lumoa

APRIL 1, 2020

Take, for example, Unilever, which in 2015 generated $60 billion in revenue with a sales growth of 4.1%. Create a journey map Customer journey mapping is the process of your team visibly mapping out all of the points of contact that your customer has across your company.

Journey mapping 83

Journey mapping Metrics Sales Marketing 83

CX Journey

SEPTEMBER 15, 2015

Today's post is a modified version of a post I originally published on Touchpoint Dashboard's blog on April 1, 2015. After that current state map is complete, you are not yet equipped to create a future state map. Because of the most important rule of journey mapping.

Journey mapping 65

Journey mapping Scripts Customer Experience 65

CX Journey

OCTOBER 1, 2015

Image courtesy of zert.sonstige_2008 Today's post is a modified version of a post I originally published on Touchpoint Dashboard's blog on April 15, 2015. This is where customer journey mapping plays a huge role. Yogi Berra once said, " If you don’t know where you are going, you’ll end up someplace else."

Journey mapping 68

Journey mapping Education Feedback Marketing 68

CX Journey

SEPTEMBER 1, 2015

It appeared on their blog on March 19, 2015. Map the employee journey for a variety of tasks that employees do every day Journey mapping creates awareness for the steps that an employee takes to do whatever it is that he's trying to do within the organization. Treat employees better than customers."

Journey mapping 89

Journey mapping Employee engagement Feedback Customer centricity 89

CX Journey

JULY 30, 2015

Image courtesy of picturetakingone I originally wrote today's post for DuSentio; it appeared on their blog on March 23, 2015. stakeholder interviews, quick wins, business case, journey mapping, customer immersion programs, etc.) I won't take the sports analogy very far, but what is the CX end game?

Journey mapping 66

Journey mapping Advertising Customer Experience Marketing 66

CX Journey

OCTOBER 20, 2015

It appeared on their blog on April 23, 2015. To do this, create: (1) employee journey maps , a subject about which Intradiem and I did a webinar , or (2) your own undercover executive type program, where executives take on the role of the employee. What an eye opener that can be!

Customer Experience 75

Customer Experience Scripts Customer effort Journey mapping 75

CX Journey

AUGUST 25, 2015

Image courtesy of ~db~ Today's post is a modified version of a post I originally published on Touchpoint Dashboard's blog on March 19, 2015. In a post from earlier this month , I wrote about the most-basic and most-important rule of customer journey mapping: maps must be created from the customer viewpoint.

Journey mapping 64

Journey mapping Customer centricity Metrics Surveys 64

CX Journey

DECEMBER 4, 2015

It was published on their blog on June 18, 2015. Journey mapping: When we walk in the employee's shoes and map what he is trying to do, we can easily identify areas of the process that are painpoints, that are taking more steps than reasonable, or that are being done with the wrong tools.

Journey mapping 37

Journey mapping Education Feedback Metrics 37

ijgolding

SEPTEMBER 29, 2015

On Friday 25th September 2015, hundreds of passionate Professionals who excel in demonstrating the power of Customer Experience, convened in London for the UK Customer Experience Awards. The 2015 UK Customer Experience Awards was a HUGE event. In 2015, the finalists were quite simply incredible. This year did not disappoint.

Customer Experience 104

Customer Experience Journey mapping Customer centricity Employee engagement 104

Netomi

JANUARY 5, 2022

He’s the author of Be Your Customer’s Hero, the founder of the popular Customers That Stick® blog, and the co-host of the Crack the Customer Code podcast. After receiving numerous recognitions in his role at Citi, Eliason was named Executive VP, US Digital, and Customer Experience for Zeno Group in October 2015.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Pointillist

MAY 23, 2018

Handpicked Related Content: Make Your Journey Maps Measurable with Customer Journey Analytics. How to Improve Customer Experience Using Journey Analytics. Journey Mapping. According to a recent Forrester survey, 88% of CX pros are doing customer journey mapping.

Analytics 90

Analytics Journey mapping Customer centricity Multichannel 90

Avaya

DECEMBER 6, 2016

Customer journey analytics is a process designed to provide this comprehensive view and deliver deep benefits organization-wide—so much so that 60% of all large organizations are expected to develop customer journey mapping capabilities by 2018 , according to Gartner. Making Customer Journey Analytics Work for You.

Big data 66

Big data Customer Experience Analytics Self service 66

Customer Interactions

JULY 7, 2015

Ever feel like you have content overload, so many blogs, websites and publishers pushing content at you 24/7 that you just don’t know what to read first? We share a video from techtarget.com on customer journey mapping and highlight our very own video on this topic by Forrester, currently featuring in our Perfect Experiences campaign.

Journey mapping 48

Journey mapping 48

COPC

MAY 16, 2018

And while this approach is covered in great detail in a four-part blog published in October 2017 (which can be found here ), the foundational steps of taking a customer-centric approach to channel strategy are as follows: Step 1: Ask which channels are currently offered and which channels customers are actually using.

Surveys 42

Surveys Journey mapping Customer centricity Entertainment 42

RichCall

SEPTEMBER 13, 2017

Here are the experts: @Jon Arnold , an independent research analyst with a great blog. In fact this number increased from 67% in 2012 to 84% in 2015. Customer Journey Maps. Ian Golding suggests that companies need not only to create customer journey maps, but to manage customer journeys.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

CX Journey

FEBRUARY 25, 2016

It was published on their blog on October 15, 2015. The best tool to facilitate this understanding is a journey map. Image courtesy of norjam8 I originally wrote today's post for Intradiem. How would your customers rate your omnichannel experience? It's probably time to make that a priority, if it isn't yet.

Customer effort 46

Customer effort Multichannel Journey mapping Metrics 46

Customer Guru

DECEMBER 13, 2017

In one of our own research at Customer Guru conducted in 2015, almost one-third of respondents said that employees don’t have a clear understanding of what exceptional customer experience means. The best way to achieve this is to build a Customer Journey Map (CJM).

Customer Experience 119

Customer Experience Chief Customer Officer Customer centricity Coaching 119