Storyminers

JULY 2, 2020

Mike Wittenstein talks to us about keeping up with constant change, creating journey maps, and building your business around your client. Document it as a journey map. A journey map tells you where people are, what they’re doing, what they’re expecting, how they feel, what the business can do for them.

Customer Journeys 246

Customer Journeys CRM Retail Video 246

Kerry Bodine

AUGUST 1, 2020

Join me on Wednesday, August 12 at 1:00pm ET for a webinar with the Toronto Customer Experience Professionals Association. Journey mapping has reached fever pitch in the customer experience world. Our discussion will cover these questions: How do organizations differ in their approaches to journey management?

Customer Journeys 156

Customer Journeys Management Customer Experience Professionals Measurement 156

Kerry Bodine

AUGUST 13, 2015

As you might know, I have a passion for customer journey mapping —and I want to share it in Austin! has proposed a SXSW workshop that will cover the mechanics of effective journey maps, why they’re mission critical, and how to get started using them in your organization. The team here at Kerry Bodine & Co.

Customer Journeys 120

Customer Journeys Interaction Communication Tools 120

CX Accelerator

NOVEMBER 11, 2022

Customer Insights/Measurement/Analytics. Customer Journey Mapping. In this role, you want someone who is naturally curious who will be internally motivated to seek out answers to the questions they have about customer behavior. Resource: 6 Sources of Customer Understanding by CXpert. Change Management.

Customer Journeys 307

Customer Journeys Resources Analytics Customer Centricity 307

Kerry Bodine

OCTOBER 15, 2017

Want to learn more about journey mapping? In our two-hour mini workshop , we’ll go over the essential features of journey maps and discuss how you can make your maps more effective. You’ll get time to ask your burning questions and practice your journey mapping skills. If you’re got 2 hours….

Customer Journeys 120

Customer Journeys Interaction Customer Experience Conference 120

Kerry Bodine

OCTOBER 20, 2016

This journey map for the Exploratorium , a science museum in San Francisco, is one of my favorites. That’s because the folks at the former design agency Adaptive Path (which was acquired by Capital One back in 2014) did a great job of highlighting two key things: 1) The entirety of the customer experience.

Customer Journeys 120

Customer Journeys Strategy Transportation Conference 120

Experience Investigators by 360Connext

JUNE 29, 2015

Mapping the journey your customers take with you from their perspective can be a very powerful tool. In B2B experiences , journey maps can become very complicated, very quickly. Who is the customer, exactly? Are we mapping for the purchaser of our product or the person who decides the purchase is acceptable?

Customer Journeys 110

Customer Journeys Social Media Exercises B2B 110

Kerry Bodine

OCTOBER 20, 2016

This journey map for the Exploratorium , a science museum in San Francisco, is one of my favorites. That’s because the folks at the former design agency Adaptive Path (which was acquired by Capital One back in 2014) did a great job of highlighting two key things: 1) The entirety of the customer experience.

Customer Journeys 120

Customer Journeys Strategy Transportation Conference 120

Horizon CX

JUNE 10, 2022

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.

Customer Journeys 130

Customer Journeys System Net Promoter Score Chief Customer Officer 130

Experience Investigators by 360Connext

AUGUST 23, 2018

And while most of us agree it’s vital to have and show empathy with customers, many rarely go beyond that in really capturing the touchpoints to understand emotions. The best customer-centric organizations leverage customer empathy to create a more positive journey for all customers. Where is the register?

Customer Journeys 151

Customer Journeys Touchpoint Loyalty Programs Contact Center 151

InMoment XI

NOVEMBER 27, 2013

At the conference we released the Maritz Customer Journey. This was a great opportunity for clients and other leaders in the CE field to exchange ideas and learn what’s happening in this critical area for OEMs. View Article

Customer Journeys 150

Customer Journeys Conference Customers Customer Experience 150

InMoment XI

NOVEMBER 27, 2013

At the conference we released the Maritz Customer Journey. This was a great opportunity for clients and other leaders in the CE field to exchange ideas and learn what’s happening in this critical area for OEMs. View Article.

Customer Journeys 150

Customer Journeys Video Conference Customers 150

InMoment XI

NOVEMBER 27, 2013

At the conference we released the Maritz Customer Journey. This was a great opportunity for clients and other leaders in the CE field to exchange ideas and learn what’s happening in this critical area for OEMs. View Article

Customer Journeys 150

Customer Journeys Video Conference Customers 150

CX Accelerator

OCTOBER 25, 2018

Summarized below are a few of the most popular trends coming out of the conference… Most of us are not ready for AI. The AI revolution is truly at the doorstep of Customer Service…and it will change the face of the industry forever. Customer Experience is not about where, it’s about how.

Conference 140

Conference Customer Journeys Net Promoter Score NPS 140

Kerry Bodine

OCTOBER 22, 2017

If you haven’t noticed, the field of service design has been picking up steam over the past several years—largely in part, in my opinion, to its natural alignment with helping organizations create better customer experiences. Here’s the schedule: The Service Experience Conference 2017. Service Design Global Conference 2017.

Conference 120

Conference Customer Journeys Customer Experience Customers 120

InMoment XI

MAY 24, 2022

The InMoment Team is so excited for this year’s event, which will be in-person for the first time since the pandemic hit—and we know that this is an incredible opportunity for anyone, whether you’re just starting out on your CX journey or you’re ready to shake things up. Here are six reasons to attend! Update from InMoment’s Global CMO.

Entertainment 370

Entertainment Case Study Conference Leadership 370

Heart of the Customer

APRIL 25, 2019

We’re celebrating Mapping Month in a big way, and I hope you can join us. We’ll have events both in-person and online, to share the journey mapping best practices outlined in our book, How Hard Is It to Be Your Customer? Using Journey Mapping to Drive Customer-Focused Change.

Customer Journeys 84

Customer Journeys Customer Focused Conference Resources 84

ijgolding

OCTOBER 3, 2016

Whilst many – if not most – organisations are doing lots of ‘stuff’ connected to the Customer Experience, the reason why many – if not most – are finding it hard to SUSTAIN their organisations focus on it, is because they are failing (or unable) to connect all of the ‘stuff’ together.

Customer Centricity 263

Customer Centricity Customer Experience Customer Journeys Chief Customer Officer 263

PeopleMetrics

MAY 12, 2022

Customer journey mapping can make the crucial difference between driving business success and seeing flagging customer satisfaction, retention rates, and revenue. Creating an amazing customer experience (CX) is an intentional process. Customer journey mapping is a foundational part of that process.

Customer Journeys 62

Customer Journeys Course Hotels Touchpoint 62

ChurnZero

DECEMBER 6, 2024

The four pillars of an effective digital customer success program. At ChurnZeros ZERO-IN 2024 conference, speakers Alex Turkovic and Dan Ennis shared a new way to look at building a digital CS program. Digital customer success pillar 1: Journey map. From there, go back to your journey map.

Customer Journeys 52

Customer Journeys Customer Success Touchpoint Social Media 52

SuiteCX

FEBRUARY 18, 2021

One would have to jump from the map to the background materials back to the map. Notice that the whiteboarding element of journey mapping is still a critical part of doing the work. Simply resting at the two-dimensional representation of the customer journey, however, is tantamount to getting the job only half done.

Customer Journeys 147

Customer Journeys Conference Banking Fashion 147

Seaton CX

MAY 16, 2024

Customer journey mapping is the foundation of customer experience management. A customer journey map informs your customer experience (CX) strategy, identifies where to listen for customer feedback, and connects your CX vision to the design, delivery, measurement, and management of the customer experience.

Customer Journeys 52

Customer Journeys ROI B2B Financial 52

CX Journey

MARCH 21, 2018

Traditionally, customer experience professionals have no budget. CX Initiatives There are various initiatives along your journey that you'll want to be sure to factor into your budget, including: Survey design and associated costs (not technology): these might be allocated under 3.

Customer Journeys 272

Customer Journeys Travel Consulting Customer Experience Professionals 272

ChurnZero

SEPTEMBER 1, 2020

For many of us, 2020 will be known as the year business conferences moved from convention halls to online. For those of us who love the in-person conference experience, this adjustment is tough. Check our list of five upcoming Virtual Conferences taking place in the remainder of 2020 that should be on your radar.

Conference 98

Conference Customer Success Customer Journeys Industry 98

Kerry Bodine

JANUARY 9, 2020

In today’s digital era, consumers are rapidly continuing to switch from offline to online — and the contact center may be the only time your customer interacts with your business. On February 6th at 10 AM PST, join me and Five9 CMO Ryan Kam as we reveal 3 proven ways to master the customer journey to deliver seamless customer experiences.

Customer Journeys 156

Customer Journeys Contact Center Touchpoint Loyalty 156

Kerry Bodine

JANUARY 9, 2020

In today’s digital era, consumers are rapidly continuing to switch from offline to online — and the contact center may be the only time your customer interacts with your business. On February 6th at 10 AM PST, join me and Five9 CMO Ryan Kam as we reveal 3 proven ways to master the customer journey to deliver seamless customer experiences.

Customer Journeys 156

Customer Journeys Contact Center Touchpoint Loyalty 156

Kerry Bodine

JANUARY 9, 2020

In today’s digital era, consumers are rapidly continuing to switch from offline to online — and the contact center may be the only time your customer interacts with your business. On February 6th at 10 AM PST, join me and Five9 CMO Ryan Kam as we reveal 3 proven ways to master the customer journey to deliver seamless customer experiences.

Customer Journeys 156

Customer Journeys Contact Center Touchpoint Loyalty 156

Heart of the Customer

MAY 9, 2019

The Heart of the Customer blog is a place where we share our insights on journey mapping, offer best practices based on our experiences, and share CX practitioner interviews – and we don’t normally place promotional items here. The post Two Days to Journey Mapping Mastery appeared first on Heart of the Customer.

Customer Journeys 74

Customer Journeys Customer Experience Conference Resources 74

Kerry Bodine

JULY 31, 2018

This morning I delivered a webinar called The Business Case for Service Design , part of Rosenfeld Media’s day-long virtual conference on The Business Case for Design. Even though the live event has ended you can still sign up for the conference and watch the recordings.). And to incite arguments, obviously!). Absolutely!

Customer Journeys 120

Customer Journeys Conference User Experience Social Media 120

Kerry Bodine

MARCH 9, 2018

I’ve been writing a series of posts about how to scale service design, based on my closing remarks at the 2017 Service Design Global Conference in Madrid. Over the course of two days of presentations at the Service Design Global Conference, I heard many speakers reflect on their evolving role as service designers.

Customer Journeys 120

Customer Journeys Conference How To Course 120

Seaton CX

FEBRUARY 7, 2024

What’s the difference between a customer journey map and a process map? This question comes up when I’m journey mapping with Customer Experience (CX) leaders and we bring other departments into the project. We had to explain how customer journey mapping was different from process mapping.

Customer Journeys 59

Customer Journeys Social Media Customer Service Representative Interaction 59

Experience Investigators by 360Connext

MARCH 24, 2015

I’m speaking at the Next Generation Customer Experience conference in San Diego this week, but today I got to be an attendee and participate in some great conversations about customer experience. There were sessions on co-creating with customers, social media, and customer journey mapping.

Customer Journeys 110

Customer Journeys Customer Experience Conference Social Media 110

Influitive

AUGUST 31, 2020

We kicked off this year’s Influitive Live 2020 conference with a hot topic: the customer journey. In his Opening Keynote, Influitive CEO Dan McCall presented this important finding: 84% of customers say that the experience a company provides is as important as its products and services. “A

Customer Journeys 92

Customer Journeys Conference Customers Engagement 92

Experience Investigators by 360Connext

AUGUST 3, 2021

Customer experience management can feel like a lot. Some CX leaders try to take on every part of the customer journey. They are designing customer feedback surveys and strategizing around the onboarding communications. They are communicating directly with customers and presenting to leaders.

Customer Experience 380

Customer Experience Social Media Feedback Brands 380

Experience Investigators by 360Connext

MAY 20, 2015

Customer experience is a new department , focus or strategy and leaders need a resource. Need a speaker for your corporate event or conference? Customer Journey Mapping. Customer journey mapping is often strictly defined, but it comes in many forms. The best athletes have coaches.

Customer Journeys 110

Customer Journeys Customer Experience Culture Communication 110

Kerry Bodine

JUNE 11, 2017

The leaders at another client of mine want to put the customer at center of all internal and external process improvement initiatives—and so they initially rooted the company’s customer experience efforts in a process improvement group, part of operations. Hence the growing number of customer experience conferences and consultancies!).

Customer Experience 240

Customer Experience Net Promoter Score Customer Experience Professionals Advertising 240

Experience Investigators by 360Connext

MAY 5, 2020

Employee journey mapping. Empathy maps. Customer experience is directly connected to employee experience. The best customer experiences are delivered by engaged, solutions-oriented employees. Identify today’s journey for employees, not the one from last year. Collaboration tools. Click To Tweet.

Employee Experience 143

Employee Experience Customer Journeys How To Tips 143