Remove Chief Customer Officer Remove Journey mapping Remove Meeting Remove Sales
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6 tips for designing customer journeys that deliver value at scale

Totango

In order to achieve step-change growth, you need to deliver value to your customers at scale—and across their entire journey with your company. That’s the question that Sumo Logic Chief Customer Officer Dione Hedgpeth and Totango President & COO Jamie Bertasi discussed during their session at the TSIA World: ENVISION conference.

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Mapping Customer Journeys Through a Systems Lens

Horizon CX

The customer journey map (CJM) is a useful and crucial tool to help businesses uncover and visualize the experience their customers have when interacting with the brand from the customer’s point of view. That last underlined phrase underscores the criticality and validity of the customer journey.

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Who owns the customer experience anyway?

Taylor Reach Group

Over the past number of years, the customer experience (otherwise known as “CX”) has become a profession unto itself. Roles like Chief Customer Officer, Customer Experience Director, Manager, Customer Success have been popping up. It seems like customers have a voice louder than ever before.

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Utilities and The State of the Consumer

Maru Group

Customers are ready to engage in saving energy, but it needs to be on their terms. So, how can utility providers succeed at meeting energy consumers’ needs into the next decade? Focus on Customer Centricity and Becoming Agile. Electric vehicle sales increased by 81% in the US from 2017 to 2018.

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7 Reasons Why You're Not Ready For Customer Success…Yet

Amity

Before you begin, you need to have a plan in place to bring customer success to its full potential. This includes your vision, goals, customer data, metrics, timetable, journey map etc. Customer success doesn’t just happen. A number of CEOs have walked in the shoes of their customers.

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Achieving Customer Success Maturity: Focus Areas, Pitfalls, and Warning Signs

ChurnZero

Activities: Customer segmentation, defined CSM engagement models, defined customer journey maps, alignment between Sales and Customer Success. Key Focus Areas: Get your foundation in order: data and processes People assume that Customer Success is all about relationships and no science.

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A Perspective and a Prospective on CX

Horizon CX

For example, viable and extremely capable Journey mapping software that previously required serious investment can now be obtained for a fraction of the cost. They’ve applied it as if it were some “magic dust” and the resulting magic just didn’t happen or meet their expectations. We just need to become more reasonable.