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? Bruce Lee.

Customer effort 46

Customer effort Multichannel Journey mapping Metrics 46

RichCall

SEPTEMBER 13, 2017

ot CX transformation from contact centers to multichannel, omnichannel, robotics and proactive CX. And, as its mode of operation broadens and becomes more proactive, its success will have to be measured by new metrics, reflecting its critical role in overall business performance. Customer Journey Maps. Lutz Remmers.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64