Remove Customer Experience Professionals Remove Customer Journeys Remove Touchpoint
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Customer Experience Journey Mapping Strategies to Improve Business Performance

InMoment XI

Whether you are looking to change current processes, improve old ones, or ensure that your team is aligned on the priorities of the customer experience, creating a customer journey map will be useful to your organization. What is Customer Journey Mapping?

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Beyond the Basics: Why the Traditional Customer Experience Education Model is Outdated

eglobalis

Introduction: The Changing Landscape of CX Education Customer experience (CX) education has long relied on a model built around a set of 5-6 pillars. The traditional 5-6 pillar model of CX education was created to give professionals a structured approach to understanding customer experience.

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COVID-19 Makes Journey Mapping More Important Than Ever. Here’s How to Build One.

Experience Investigators by 360Connext

If you have a journey map, I hope you are using it. COVID-19 and the ongoing fallout from it — remote teams, changing budgets, new family dynamics — are competing for your attention, but don’t let your journey map collect dust right now. Why Journey Maps Matter Now More Than Ever.

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How to Eliminate Friction in Your Customer Journey

InMoment XI

What Is Friction in the Customer Journey? But if you’re a customer experience professional, “friction” is probably a term you’ve heard whenever your teammates talk about reducing customer churn. Friction may even cause some customers to quit a brand altogether.

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Q&A From My CXPA Webinar: From Journey Mapping To Journey Management

Kerry Bodine

On Wednesday I presented a webinar with the Toronto Customer Experience Professionals Association. I’ve organized the questions according to the Journey Management framework that I presented on the webinar: Discover the journey, Design the journey, and Deliver the journey.

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18 Reasons to Map Customer Journeys

CX Journey

Image courtesy of GrantVernon Have you started journey mapping yet? Or are you still wondering why it''s an important tool to have in your customer experience management toolbox? I''ve written and talked about journey mapping so much this year, even suggesting back in January that we make it the year of the journey map.

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From Journey Map to Experience

CX Journey

What is Journey Mapping? Let me start with explaining what journey maps are not: they are not lifecycle maps, sales funnels, buyer funnels, buyer lifecycles, etc. Those are marketing tools and are too high level for customer experience design.