Ian Williams

NOVEMBER 15, 2015

In this two part blog, we take a look at Customer Journey Mapping. In this first blog, we examined the origins and principles of journey mapping, with this blog going on to look at different elements, approaches and methodologies. Customer Journey Mapping – which way now? complaints).

Customer Journeys 40

Customer Journeys Exercises Analysis Customers 40

PeopleMetrics

MARCH 26, 2018

Your website, call center or storefront are all examples of possible customer touchpoints. When mapping out these touchpoints to better understand the customer journey, some companies will identify 5 to 10 touchpoints, while others might identify 50 or 100. Customer experience is cumulative. Print this article.

Touchpoint 85

Touchpoint Feedback CEM Call Center 85

Method:CRM

AUGUST 15, 2022

Meanwhile, customer experience management (CEM) aims to attract and retain customers to build trust in the brand. The two have in common that companies use CRM and CEM platforms to achieve the above goals. CEM software helps you with the following. Map out your ideal customer journey.

Customer relationships 52

Customer relationships Customer Experience CEM Customer Journeys 52

Experience Matters

APRIL 7, 2015

1) Company Overview: Clarabridge’s customer experience management platform helps hundreds of the world’s leading brands understand and improve the customer journey. This is because as customers navigate the different channels to solve for a specific query (such as web, mobile, IVR, chat, voice, etc.,) Clarabridge.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Ian Williams

JUNE 25, 2019

In the previous blog, we spoke about the fact that the real benefit of Customer Journey Mapping comes from the pain points, the moments of truth, the wow opportunities and commercial opportunities generated by the exercise, and that these elements can potentially form the basis of transformation activity across the organisation.

Customer Journeys 40

Customer Journeys Customer Experience Exercises Customer Experience Professionals 40

Ian Williams

JUNE 10, 2019

In part 4 we look at CX done with no goal, CX done as a cost-cutting exercise and CX done tactically not strategically. . With one tender we worked on a number of years ago, the issuing company stated that they did not want any Customer Journey Mapping activity to be included as part of the tender response.

Customer Journeys 40

Customer Journeys Customer Experience Self Service Exercises 40

Ian Williams

FEBRUARY 20, 2020

There are different stages to undertaking a customer experience program, and during the early stages, often it’s counter intuitive – you have to make some very difficult, hard decisions, so how can you treat your transformation programme from end to end in those different stages with different types of behaviour at each stage.

Leadership 52

Leadership CEM Customer Journeys Video 52

SmartKarrot

JULY 26, 2021

What is customer journey mapping? The process of generating a customer journey map, a visual retelling of your customers’ interactions with your brand, is known as customer journey mapping (also known as user journey mapping).

Customer Journeys 11

Customer Journeys Customer Experience Net Promoter Score Self Service 11