Forrester's Customer Insights

JULY 4, 2023

The customer journey mapping (CJM) platform landscape is an eclectic, innovative market where vendors’ go-to-market strategies and focus vary.

Customer Journeys 49

Customer Journeys Trends Innovation Software 49

Alida

SEPTEMBER 26, 2018

“Companies that adopt the customer experience path need to start by answering the question, ‘Who is the customer?’” How customer insight can help: Most customer experience initiatives fail due to a lack of understanding around the customer journey. Strategy 2: Sell more to your existing customers.

Customer Insights 408

Customer Insights Customer Journeys How To Strategy 408

Lumoa

APRIL 1, 2020

When it comes to customer experience and your customer insight strategy , it’s no different. What are customer insights? By learning the ins and outs of your customers’ experiences, desires, and expectations of your product you can create a strategy to wow them. Why Build a Customer Insight Strategy?

Customer Insights 208

Customer Insights Strategy Customer Journeys How To 208

Feedbackly

AUGUST 23, 2023

A customer journey or buying journey captures all the interactions between the customer and brand throughout the buying process. Analyzing customer journeys helps you assess the quality of touchpoints, identify pain points, and make necessary improvements to enhance the customer experience.

Customer Journeys 98

Customer Journeys How To Touchpoint Social Media 98

SurveySparrow

JULY 4, 2023

The answer lies in understanding and optimizing the customer experience journey. From understanding the difference between customer journey maps and experience maps to uncovering the key stages and best practices, this blog will equip you with the knowledge and insights you need to revolutionize your business.

Customer Journeys 52

Customer Journeys Customer Experience Touchpoint Chatbots 52

Thematic

FEBRUARY 12, 2019

Customer journey mapping is a great way to truly visualize your customer experience so that you can help drive positive change within your organization. What is a customer journey map? Let’s firstly define what a customer journey is. What is customer journey mapping?

Customer Journeys 59

Customer Journeys Survey Tips Touchpoint 59

ClearAction

JUNE 22, 2017

B2B Customer Journey Maps: New Wisdom Lynn Hunsaker. Business-to-business customer experience managers have some advantages: mountains of customer comments on-hand, account managers who practically live with their customer contacts, and executives who want to see substantive improvements in customer experience.

Customer Journeys 73

Customer Journeys B2B Customer Experience Management ROI 73

SuiteCX

JULY 9, 2018

In the recent research report by MyCustomer in association with Quadient, Customer Journey Mapping Research Report 2018, results validate what we practitioners have known for years: leadership buy-in absolutely matters and it should never be a one-and-done effort. You may ask, who has the time to do this monthly?!

Customer Journeys 100

Customer Journeys Leadership Exercises Report 100

Experience Investigators by 360Connext

MAY 15, 2024

They shared the following advice: Give Customers Power Over Their Experience Maggie Gentry , Director of Experience Analytics at Community Health Network, started asking patients what their experience expectations are, and it has helped her team deliver better experiences faster. This also means focusing on the providers.

Customer Journeys 143

Customer Journeys Strategy Customer Experience Culture 143

CX Accelerator

NOVEMBER 11, 2022

Customer Insights/Measurement/Analytics. Customer Journey Mapping. Resource: Outside In: The Power of Putting Customers at the Center of Your Business by Harley Manning and Kerry Bodine. CUSTOMER INSIGHTS/MEASUREMENT/ANALYTICS Understanding your customers is at the heart of customer experience.

Customer Journeys 307

Customer Journeys Resources Analytics Customer Centricity 307

Forrester's Customer Insights

AUGUST 14, 2018

Journey mapping can be an energizing and eye-opening exercise in customer empathy. As advisors to B2B CX and Marketing Leaders in the Forrester Leadership Boards (FLB), we come along on many journey mapping “journeys”.

Customer Journeys 130

Customer Journeys B2B Exercises Leadership 130

OpinionLab

MAY 19, 2016

The customer journey map is an essential tool for organizations needing to address the persistent cross-channel CX challenges that hinder a unique and frictionless user experience. Without a customer journey map, you’re unlikely to be able to provide a consistently positive experience at each interaction point.

Customer Journeys 79

Customer Journeys eBook Feedback Voice of Customer 79

CX Advantage Walker

JULY 3, 2018

If streets are omitted or mismarked, the map impedes your ability to reach your destination. The same principles apply to a customer journey map. When the journey map clearly represents the full experience. The post Getting the Most out of Customer Journey Maps appeared first on CX Advantage.

Customer Journeys 48

Customer Journeys Roadmap Customers Customer Experience 48

Lumoa

FEBRUARY 9, 2023

Now at least 80% of B2B buyers now expect the same buying experience as B2C customers. We’re moving towards a personalized omnichannel experience in B2B customer journeys. B2C Customer Experience B2C Customer Experience refers to how a B2C customer perceives his buying experience and further interactions with your company.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

inQuba

MAY 23, 2022

Demystifying the Next Evolution of Customer Experience. Customer Journey Management is the process of discovering and optimizing your customers’ journeys as they interact with your brand, to improve customer experience and achieve positive business outcomes. Customer Journey Management.

Customer Journeys 98

Customer Journeys Omni-Channel Management Multi-Channel 98

Gold Research

OCTOBER 9, 2019

Customer Journey mapping is a popular tool and approach that many companies are using to understand their customer’s experiences, pain points and touchpoint satisfaction. Customer Journey Management is the missing component to driving business results.

Customer Journeys 40

Customer Journeys Management Touchpoint Groups 40

McorpCX

APRIL 1, 2022

If your journey mapping efforts are falling short, odds are that one of these 4 gaps are to blame. Journey mapping is one of the core tools in the customer experience professional’s tool kit—and with good reason; they help organizations understand what the customer experience is and what it should be.

Customer Journeys 52

Customer Journeys Tools Customer Experience Customers 52

SuiteCX

JANUARY 19, 2015

It was hard to boil these down to just 10, but we think these are the most important insights to emerge from over 100 client engagements. 10 Key Insights from 15 Years of Customer Journey Mapping Case Studies January, 2015.

Customer Journeys 100

Customer Journeys CRM Leadership Customer Centricity 100

ijgolding

APRIL 9, 2020

Among other things, their goal has been to establish an understanding of how the customer customer journey MUST become embedded into the way their organisations think and act. Whilst many have ‘mapped’ their journeys, few are actively and continuously ‘managing’ the journey as a living breathing organism!

Customer Journeys 312

Customer Journeys CRM Technology Groups 312

Clarivate

DECEMBER 6, 2018

Denver, CO, December 6, 2018 – CustomersFirst Now (CFN), a leading provider of Journey Mapping software and Customer Experience consulting services, has been named the winner of the 2018 Aragon Research Innovation Award for Customer Journey Mapping.

Customer Journeys 49

Customer Journeys Innovation Financial Touchpoint 49

InMoment XI

DECEMBER 13, 2021

By focusing on stakeholder engagement and journey mapping, businesses can become more proactive about utilizing their research. Having buy in from your executive boardroom allows research teams to develop projects related to organizational goals and drive their insights into action. How InMoment’s Approach Enables Action.

Analytics 493

Analytics Data Marketing Customer Journeys 493

ClearAction

FEBRUARY 27, 2015

Customer Journey Mapping: Apply Insights Everywhere. Customer journey mapping is a big investment in most companies, and money is being left on the table. That's because there are many more applications for customer experience insights than first meets the eye.

Customer Journeys 48

Customer Journeys ROI Policies Customers 48

Lumoa

AUGUST 18, 2022

Somehow, it feels like it’s a DeJa’Vu moment happening daily because as what every company tells its customers, “Your opinion matters” or “You are important to us”. engaging customers till the very end to keep customer loyalty and treating every customer journey with equal importance contributes to the business’ success story.

Customer Journeys 208

Customer Journeys Survey Feedback Voice of Customer 208

Gold Research

FEBRUARY 1, 2018

Customer Journey Mapping is an innovative approach that leads to understanding customer insights, by “mapping” customer behavior, from brand awareness to initial consideration and purchase, through product usage and repurchase/referral.

Customer Journeys 40

Customer Journeys Innovation Customer Insights Customers 40

Kayako

SEPTEMBER 23, 2022

Forbes reports that more than 40% of respondents said their organizations could not aggregate and use customer data, despite the need for compelling customer insights. This blog post will discuss unified customer experience and tools you can use to achieve it for your business. Mapping the Customer Journey.

Customer Journeys 156

Customer Journeys Customer Experience Touchpoint Social Media 156

Experience Investigators by 360Connext

OCTOBER 5, 2021

Customer experience professionals have many different titles and many different job descriptions. There are CX leaders who focus primarily on customer insights, like Voice of the Customer programs. And there are CX teams dedicated to customer journey design and improvements. But it’s not the only way.

Customer Journeys 367

Customer Journeys Social Media Contact Center How To 367

inQuba

JULY 3, 2022

Why deep customer insight is at the heart of better experiences & revenue growth. Customer Journey Management is the process of discovering and optimizing your customers’ journeys, to improve customer experience and achieve positive business outcomes. What is Customer Journey Analytics?

Customer Journeys 52

Customer Journeys Analytics Omni-Channel Multi-Channel 52

Kerry Bodine

JUNE 14, 2018

Imagine you’re in the midst of a journey mapping workshop and your customers are bombarding you—in a good way—with insights about their needs and expectations. And sure, explaining or contradicting your customers isn’t truly evil, but it’s certainly counterproductive to unlocking customer insights.

Customer Insights 220

Customer Insights Customer Journeys Customers Feedback 220

ClearAction

FEBRUARY 23, 2015

Journey Mapping: Focus on the Customers’ Experience Lynn Hunsaker. Customer journey maps are all the rage. In this 3-part series, we’ll look at 3 keys to getting it right: focus on the customers’ experience journey, map for actionability, and apply insights everywhere.

Customer Journeys 77

Customer Journeys Customer Experience Customers ROI 77

Kerry Bodine

JULY 11, 2017

Half an hour after the first round of introductions and ice breakers, our customer journey mapping workshop was in full swing.

Customer Insights 199

Customer Insights Customer Journeys Exercises Touchpoint 199

ClearAction

AUGUST 6, 2019

Customer Journey Insights Increase Marketing Impact Lynn Hunsaker. Customer journey insights are vastly under-utilized. Companies that are reaping full value are using customer experience insights to align their whole business to customers’ expectations. Customer-Focused Mindset.

Customer Journeys 48

Customer Journeys Marketing Effort Score Net Promoter Score 48

Forrester's Customer Insights

AUGUST 24, 2021

CX professionals must use customer journey maps as a change management tool to guide employees to deliver customer-centric experiences across products and channels. Read our latest blog to learn more.

Customer Journeys 40

Customer Journeys Tools Management Customer Centricity 40

Doing CX Right

JANUARY 22, 2024

Are you facing gaps in your customer journey across channels? Learn how to effectively use AI and customer insights to design impactful experiences with Stacy Sherman and featured podcast guest, Sean Albertson.

Customer Insights 59

Customer Insights Analytics Customer Journeys Customers 59

Forrester's Customer Insights

JULY 27, 2018

Of course you should use journey maps to define CX metrics — it’s the only way to define outside-in CX metrics that: Capture important pain or peak points. Align operational metrics with customers’ expectations (e.g., But why are only 39% of CX pros using journey maps […].

Customer Journeys 82

Customer Journeys Measurement Metrics Course 82

Lumoa

MARCH 12, 2023

These tools typically include features such as customer data management, analytics and reporting, automation, and personalization. The purpose of a CX platform is to create a big-picture, comprehensive view of the customer journey. Say a customer contacts your support team because they run into a problem. Data privacy.

Customer Experience 208

Customer Experience Customer Journeys NPS Analytics 208

Retently

MAY 2, 2023

The key to success for SaaS companies lies in prioritizing the positive experience of their clients through a customer-centric approach. While there are many ways to do that, measuring satisfaction levels and actively seeking relevant feedback is critical to improving customer journeys. What is NPS, CSAT, and CES?

Customer Journeys 146

Customer Journeys Survey Effort Score NPS 146

Kerry Bodine

JANUARY 27, 2018

Number 10: Hypothesis Journey Maps: Necessary AND Dangerous. Hypothesis journey mapping is necessary because it ensures you’re not reinventing the wheel with your journey mapping efforts, but rather building on what your organization already knows about the customer experience.

Customer Journeys 0

Customer Journeys Customer Experience Touchpoint Exercises 0