Lumoa

DECEMBER 18, 2017

Jim, CCXP (Certified Customer Experience Professional), is a founder of a CX consulting agency, Heart of the Customer , and sees the world in a special way: through the eyes of customers. Jim is a big fan of customer journey mapping and helps companies of all sizes - from startups to largest corporations to improve customer-focused results.

Analytics 109

Analytics Customer Experience Journey mapping Automotive 109

Fonolo

MARCH 17, 2020

For an automotive company, in a rapidly changing and highly competitive environment, poor customer service is the kiss of death,” Romano wrote, with strategic scrutiny. But happily, in 2017 and after much trial and error, Hyundai Canada rose to have the fourth-best customer service standing in the national automotive space. 'In

Automotive 67

Automotive Abandon rate Feedback Technology 67

CX Journey

DECEMBER 8, 2015

Throughout the years, Annette has championed the importance of customer journey mapping and executing across key touch points to delight customers. After the comprehensive maps were created, those maps were simplified into journey wheels that create line-of-sight improvement opportunities for everyone representing Mercedes-Benz.

Automotive 37

Automotive Journey mapping Customer centricity Sales 37