ijgolding

FEBRUARY 26, 2019

Putting it another way, if you’re benefiting from customer journey mapping, don’t forget to map, understand and fine tune the feedback touchpoints of the journey too. Guy Letts led customer service at a FTSE 100 company before founding CustomerSure in 2010. My book, ‘Customer What?

Feedback 85

Feedback Surveys Journey mapping outsourcing 85

CCNG

OCTOBER 19, 2022

Temkin, 2018) Just 34% of respondents report they have three or more years of experience developing end-to-end journey maps, and 83% report their organization struggles to use customer journey maps to identify and prioritize CX efforts. Gartner, 2022) CX programs that exceed management expectations are 2.3

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Netomi

JANUARY 5, 2022

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98