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

CX Journey

FEBRUARY 25, 2016

It was published on their blog on October 15, 2015. Don't confuse that with multichannel or any of the other "xx-channel" terms. Let's start with defining multichannel versus omnichannel. Multichannel does not refer to a consistent, seamless experience across channels. There's a difference! Are you ready?

Customer effort 46

Customer effort Multichannel Journey mapping Metrics 46

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

ot CX transformation from contact centers to multichannel, omnichannel, robotics and proactive CX. 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. Contact Center and CX Research and Reports.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64