NobelBiz

OCTOBER 24, 2023

Both the customer experience map and the journey map are essential tools for businesses aiming to understand and improve the interactions their customers have with their brand. While they often are used interchangeably, these maps serve distinct purposes, have unique elements, and offer varying insights.

Journey mapping 104

Journey mapping Customer Experience Interactive Voice Response Contact Center 104

GetFeedback

JULY 19, 2019

This means knowing where there may be friction in the journey, and how to ask about that to get the best results. Can you start a VoC program without a customer journey map? To know what to measure, it’s important to understand the actual customer. Yes, but it will be a lot better with one. Create your VoC feedback mosaic.

Journey mapping 92

Journey mapping Surveys Feedback Metrics 92

Clarabridge

MAY 9, 2018

Workshop highlights included the importance of journey mapping (and all the several iterations this can take), how to best structure a CX team (from the C-suite to the front lines), how to engage key stakeholders and deliver them the right metrics in the right way, and how to tie metrics to business outcomes.

Journey mapping 40

Journey mapping Best practices Contact Center Feedback 40

Calabrio

MAY 10, 2019

This is a great event to learn about the latest and greatest research and insights on customer experience strategy straight from Gartner’s experts including: operationalising the voice of the customer, analytics best practices to improve customer retention and gaining value through customer journey mapping.

Technology 40

Technology Customer Experience Journey mapping Best practices 40

Verint

MARCH 29, 2018

Achor’s presentation is just one highlight from an action-packed week that will include pre-conference workshops focused on key solution areas, along with user groups, networking opportunities, and a broad range of informative breakout sessions.

Big data 23

Big data Journey mapping Customer Experience Management 23

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. A Center-Out business architecture enables better and more empathetic customer experiences – Interview with Don Schuerman of Peg. Dennis Wakabayashi.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

ClearAction

NOVEMBER 16, 2023

While the data was very fresh, we went on a global road trip to conduct cross-functional action planning workshops. This allowed CX insights (the workshop findings) to be top-of-mind among managers in every business unit and support function as they embarked on their strategic plans.

B2B 62

B2B Feedback B2C Enterprise 62