Horizon CX

APRIL 1, 2024

Customer journey mapping: The organization has a deep understanding of the customer journey and the touchpoints at which customers interact with the brand. Back in 2015, MaritzCX conducted a revealing study that shed light on the state of CX maturity across industries. What’s holding organizations back?

Journey mapping 52

Journey mapping Customer centricity Customer retention Feedback 52

Lumoa

APRIL 1, 2020

Surely, a customer-focused team would be best to handle a customer-facing metric aggregation. However, larger, more established companies have proven that a customer insight strategy is best implemented cross-functionally. Take, for example, Unilever, which in 2015 generated $60 billion in revenue with a sales growth of 4.1%.

Journey mapping 83

Journey mapping Metrics Sales Marketing 83

COPC

AUGUST 10, 2016

will be hosting a Customer Journey Mapping Workshop –. will lead a discussion on the what, why, and how of customer journey mapping. Brenstein will lead a wider group discussion about customer journey mapping, delivering on brand promise and improving the customer experience. From Theory to Reality.

Journey mapping 40

Journey mapping Benchmark Entertainment Airlines 40

CSM Magazine

JULY 29, 2015

CXMasters will be held September 14-17, 2015 in Salt Lake City. Certification tracks include: VoC Certification – a three-day track designed to provide a basic overview of Voice of the Customer (VoC) best practices for those new to CX or building new programs. Journey Mapping (one day).

Journey mapping 45

Journey mapping Best practices Benchmark Surveys 45

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. How can we fix inefficiencies?

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Journey mapping Education Feedback Metrics 37

Netomi

JANUARY 5, 2022

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. Our favorite content from Ian : Customer Journey Mapping – are ‘static’ maps a waste of time and money?

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

ChurnZero

NOVEMBER 22, 2021

Calculating Regular Journey Touchpoints. Calculating One-Time Journey Touchpoints. Customer Success Budgeting Best Practices and Lessons Learned. Customer Touchpoint/Journey Map (also referred to as a Playbook). Customer Success Budgeting Best Practices and Lessons Learned. Best Practices.

Benchmark 98

Benchmark Finance Best practices Sales 98