Comm100

DECEMBER 1, 2017

Customer Journey Mapping Is Gaining Importance. One third of companies, or 33%, have prioritized improving customer journey mapping in 2018. Customer journey mapping is another call center priority that ultimately serves the number one goal of creating a frictionless experience.

Contact Center 42

Contact Center Customer centricity Journey mapping Benchmark 42

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

Comm100

FEBRUARY 16, 2018

Now that 2017 is out of the picture, what can we expect customer service to look like in 2018? According to CCW Digital’s Report, 61% of companies agree that agent coaching is a top investment priority for 2018. Practice customer journey mapping to see where in their journey your customers are coming across friction.

Customer Service 40

Customer Service Chatbots Journey mapping Multichannel 40