Natalie Petouhof

APRIL 7, 2016

Align incentives to support self-service and digital customer experience initiatives by the customer’s journey. Customer experience should not be governed by a department or fiefdom business model. Use the customer journey as the guide for overall success metrics. Use that feedback to transform your customer journeys.

Self service 53

Self service Journey mapping Average Handle Time Government 53

Lumoa

FEBRUARY 9, 2023

We’re moving towards a personalized omnichannel experience in B2B customer journeys. Same as with B2B customers, B2C customers expect a consistent and personalized omnichannel experience. Employee Engagement: Employees are aligned with the goals of the organization.

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

Genroe

JANUARY 21, 2015

The good news is that if you implement your customer feedback process effectively it will also drive employee engagement, so you have a win-win on your hands. Merely satisfying the customer along the experience journey map will not get that customer to tell their friends. Personalize the service (Bill Quiseng).

Best practices 110

Best practices Surveys Benchmark Feedback 110

RapportBoost

DECEMBER 10, 2018

From authoring and leading a customer experience program, to journey mapping, to managing a complex contact center, Nate is always learning new things and sharing with the CX community. So, without further introductions, let’s go ahead and get started. Okay, Nate will discuss the hectic reality of modern contact centers. Kaye: Okay.

Customer centricity 40

Customer centricity Contact Center Self service Journey mapping 40

Lumoa

MARCH 20, 2018

We’re moving towards personalized omnichannel experience in B2B customer journeys. Same as with B2B customers, B2C customers expect consistent and personalized omnichannel experience. Employee Engagement: Employees are aligned with the goals of the organization.

Customer Experience 114

Customer Experience B2C Journey mapping B2B 114

Netomi

JANUARY 5, 2022

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Lumoa

MARCH 20, 2018

We’re moving towards personalized omnichannel experience in B2B customer journeys. Same as with B2B customers, B2C customers expect consistent and personalized omnichannel experience. Employee Engagement: Employees are aligned with the goals of the organization.

Customer Experience 64

Customer Experience Journey mapping B2C B2B 64