CX Journey
NOVEMBER 28, 2018
Image courtesy of Pixabay Are you adding data to your journey maps? Back in 2015, I wrote a post titled Hey! You Got Your Metrics in My Journey Map! In it, I advocated for mappers to add data to their journey maps. There are a lot of reasons to bring data into your maps.
Fonolo
OCTOBER 18, 2017
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. Key findings: Web chat showed strong growth in 2015, rising to 3.2%, and 2016’s figure of 4.5% Our favorite chart: Vendor Landscape: Customer Journey Analytics Providers.
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Beyond Philosophy
APRIL 15, 2015
29 January 2015. Zhecho’s expertise inludes Customer behavior analytics, Customer loyalty, complaints management, and journey mapping. 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.” 20 November 2014.
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. 44% of respondents’ organizations plan to use journey analytics more, as well.
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.
Contact Center Pipeline
JULY 29, 2015
As many of the discussions at Engage 2015, Verint’s Global Customer Conference, highlighted, analytics provides valuable insights into customers’ needs and expectations. To really delve into the “why” behind their actions, it can be helpful to provide customers with multiple methods for providing feedback.
Taylor Reach Group
JULY 6, 2018
Previously, we discussed statistics related to the organization and customer journey mapping. Interaction Analysis: The Take-Up of Interaction Analytics Is Expected to Rise. Over 80% of our Contact Center professionals expect the presence of interaction analytics to increase within the industry over the next five to ten years.
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