Accountability Journey mapping Metrics Workshop 
CX Journey
APRIL 25, 2018
Are you mapping their experiences? What is Journey Mapping? Let me start with explaining what journey maps are not: they are not lifecycle maps, sales funnels, buyer funnels, buyer lifecycles, etc. The output is not just a “pretty picture;” once the map is developed, it is meant to be a catalyst for change.
ClearAction
OCTOBER 25, 2022
Account: how managers are accountable for application of CX insights reveals your CXM ROI. 5 CXM competencies are Metrics & Analytics, Improvement & Design, Culture & Accountability, VoC & Intelligence, and Operationalized CX Strategy. These 4 A’s are what’s missing in typical journey mapping.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Comm100
DECEMBER 19, 2017
Certain pitfalls must be avoided in this step, such as accounting for insufficient customer data, lack of business data and avoiding the assumption that all customers in your target group have the same views. Conducting internal workshops. Mapping the customer journey. Defining metrics and key performance indicators.
ClearAction
DECEMBER 27, 2017
” The Power of Workshops. They taped and edited the interviews and showed them to groups of cross-discipline employees in workshops. They viewed these workshops as a pivot point to rise above preconceived notions of clients and the bank and employee roles. ” Strategic Focus. ” CEO-Driven.
360Connext
FEBRUARY 9, 2021
In one research study , a bank in Germany found that In a study of almost 10,000 accounts, referred customers were 25 % more profitable than customers acquired in other ways. CX initiatives to understand customers better, like customer journey mapping, overall customer research, and customer data analysis.
ijgolding
JUNE 9, 2015
COMPETENCY 2 – Organisational adoption and accountability. An organisation is able to adopt customer-centricity and be accountable if it. Maintains a dedicated list of top customer experience improvements, including which senior executive is accountable for resolution. COMPETENCY 5 – Metrics, measurements and ROI.
360Connext
FEBRUARY 9, 2021
In one research study , a bank in Germany found that In a study of almost 10,000 accounts, referred customers were 25 % more profitable than customers acquired in other ways. CX initiatives to understand customers better, like customer journey mapping, overall customer research, and customer data analysis.
Expert insights. Personalized for you.
58 
Let's personalize your content