VocalCom
APRIL 30, 2018
Understanding your customers’ needs begins with taking their perspective. Many brands are turning to customer journey maps to gain insights into the customer experience and devise innovative solutions for making it better. Here are six key advantages of creating customer journey maps.
Quadient
JULY 25, 2022
One of the ways we understand the customer’s experience is through mapping and analyzing the journey through all customer touchpoints. What is Customer Journey Analysis? An alphabet soup of terms has emerged in the customer journey mapping arena.
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delighted
NOVEMBER 30, 2021
To get this information, you’ll need to ask your customers directly through customer feedback surveys. Asking for customer feedback will help you spot any areas of friction at specific touchpoints along a customer journey map and allow you to pinpoint where you need to change or improve the customer experience overall.
CX Accelerator
OCTOBER 25, 2018
Despite a general soreness from impromptu desert hiking in the picture above, as well as a beard full of whipped topping from the “Wild West Olympics”, it was a remarkable event. Naturally, Customer Experience and AI were on the tip of everyone’s tongue. What a fantastic couple of days at the Arizona Biltmore.
Liveops
FEBRUARY 11, 2018
US Bancorp uses a 150-day road map and other elements to maximize agent development. At the same event in Orlando, Elaine Carr , Training & Development Manager for ICMI, is slated to do a presentation titled, “Leveraging How We Learn in Video Games for Contact Center Training.”.
GetFeedback
MAY 9, 2019
Two customers can view the same experience in completely different ways due to many factors that influence their interpretation of events — their upbringing, cultural background, motivations, and much more. That’s why most companies struggle to meet the expectations of their customers.
ClearAction
DECEMBER 14, 2017
Customer relationship management (CRM) — use of a database of customer transactions and facts that enable customized communications (1-to-1 marketing), upselling, cross-selling, and data-mining. Experiential marketing — events and campaigns that build customer advocacy.
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