Global Response

MARCH 25, 2024

Once you’ve listed out all of the experiences, identify the moments of truth. Moments of truth are critical opportunities to exceed customer expectations and gain loyalty. Gather data from surveys, customer feedback, web analytics, and other sources and compare it to your journey map. a map) for employees to reference and use.

Journey mapping 62

Journey mapping Banking Analytics Sales 62

Netomi

JANUARY 5, 2022

Our favorite content from Adrian: How to make sure that employee analytics and monitoring doesn’t destroy your employee and customer experience. His Customer Insight work is focused on developing innovative segmentation, targeting, analysis, and measurement solutions. .

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Pointillist

AUGUST 26, 2019

Just as we make business decisions at a revenue and profit and product perspective, I wanted a customer measure to be part of that discussion. Customer journey analytics provides the power to look across millions of actual customer journeys spanning touchpoints, channels and time. So that was goal one. How do you find unifying trends?

Banking 79

Banking Analytics Metrics Accountability 79