The Petrova Experience

JUNE 10, 2021

Although we have published more than 130 articles on customer experience , we still have not dedicated an article to journey mapping. Journey mapping is the most widely recognized customer experience design and management concept. I genuinely dislike journey maps. Journey Mapping is a Visual Tool.

Journey mapping 52

Journey mapping Airlines Healthcare Banking 52

Beyond Philosophy

AUGUST 1, 2019

It starts with understanding the customer journey and how they feel during the different moments of their experience. We enable this understanding through behavioral Journey Mapping , which we have discussed in the past. It is the same exercise with customers.

Journey mapping 373

Journey mapping Customer emotions Scripts Consulting 373

Interactions

SEPTEMBER 9, 2021

Taking a step back and seeing real world examples of this can be a useful exercise. Who wants to take time out of their day and stand in line at the bank just to cash a check? Thankfully banks and financial institutions, as part of their digital strategy, found a better way. Electronic Check Upload.

Airlines 62

Airlines Banking Journey mapping Accountability 62

CSM Magazine

DECEMBER 10, 2021

Take the time to execute an employee journey mapping exercise that can help you uncover the personas found throughout your organization. Bank, Wells Fargo, United Health Group, numerous credit unions and manufacturers.

Best practices 98

Best practices Employee engagement Journey mapping Consulting 98

ijgolding

OCTOBER 28, 2015

Customer journey mapping and touchpoint analysis. It is not a mental exercise, but requires literally walking in the customer’s shoes through the service in question. What can we learn from the internet services from banking that we can utilise in designing healthcare services?

Customer Experience 127

Customer Experience Banking Journey mapping Education 127

aircall

APRIL 7, 2017

Going beyond the data-retrieval abilities of, say Siri, some customer service AI programs are able to understand language in real-time, exercise predictive reasoning, and learn as they go. Shep gives the example of AI customer service applied to banking. So why still go to a real bank teller? An enhancement, not a replacement.

Customer Service 80

Customer Service Banking Journey mapping Call Center 80

GetFeedback

JANUARY 6, 2020

After Voice of the Customer (VoC) , nothing is more closely associated with Customer Experience Management (CXM) than a customer journey map (CJM). . What appears to matter more is consistency across the journey stages and thoroughness of implementing journey mapping practices. B2B journey mapping is more complex.

Journey mapping 78

Journey mapping B2C B2B Surveys 78