Kerry Bodine

JULY 6, 2020

To help you drive critical customer-centric decision-making in your organization, I’m hosting a Virtual Journey Mapping Bootcamp on August 4 & 5, 2020. . Day 1 will help you build a solid understanding of the journey mapping methodology and how you can apply it to specific business challenges. Happy mapping!

Customer Journeys 38

Customer Journeys Exercises Customer Centricity Training 38

Kerry Bodine

JULY 10, 2017

Whenever we conduct one of our open enrollment journey mapping workshops , we start by asking attendees to list three words that describe their current feelings toward journey mapping. Take a look at the smaller text, and you’ll see that a few attendees have bravely admitted that they see journey mapping as daunting.

Customer Journeys 214

Customer Journeys B2C Exercises B2B 214

Experience Investigators by 360Connext

OCTOBER 11, 2024

Call centers assist customers at any hour of the day, with expert scripts and knowledge bases designed to help them navigate even the trickiest situations with ease. Online chatbots can now manage many support interactions without the customer needing to call in if they don’t want to!

Customer Service 270

Customer Service Customer Experience How To Customer Journeys 270

GetFeedback

JANUARY 6, 2020

After Voice of the Customer (VoC) , nothing is more closely associated with Customer Experience Management (CXM) than a customer journey map (CJM). . What appears to matter more is consistency across the journey stages and thoroughness of implementing journey mapping practices.

Customer Journeys 195

Customer Journeys B2C B2B Social Media 195

Kerry Bodine

APRIL 19, 2020

To help you drive critical customer-centric decision-making in your organization, I’m hosting a Virtual Journey Mapping Bootcamp on May 19 & 20, 2020. . Day 1 will help you build a solid understanding of the journey mapping methodology and how you can apply it to specific business challenges. Happy mapping!

Customer Journeys 177

Customer Journeys Exercises Customer Centricity Interaction 177

Kerry Bodine

AUGUST 21, 2020

To help you drive critical customer-centric decision-making in your organization, I’m hosting two more Virtual Journey Mapping Bootcamps in 2020: October 7 & 8 . Day 1 will help you build a solid understanding of the journey mapping methodology and how you can apply it to specific business challenges.

Customer Journeys 177

Customer Journeys Exercises Customer Centricity Training 177

Beyond Philosophy

AUGUST 12, 2020

We’ve recently trained some of our clients on journey mapping. During the process, I realized that there is a lot that people don’t know about it—and that they needed a few rules to help them make the most of the exercise. We discussed the problems with journey mapping in a recent podcast.

Customer Journeys 187

Customer Journeys Hotels Net Promoter Score Exercises 187

Kerry Bodine

SEPTEMBER 26, 2016

Join us for a hands-on customer journey mapping workshop in the heart of San Francisco! You’ll get to ask all your burning questions about journey mapping, hear best practices and examples, and swap tips with other customer experience practitioners. November 3, 9:00 – 4:30.

Customer Journeys 120

Customer Journeys Exercises Course Tips 120

Kerry Bodine

SEPTEMBER 26, 2016

Join us for a hands-on customer journey mapping workshop in the heart of San Francisco! You’ll get to ask all your burning questions about journey mapping, hear best practices and examples, and swap tips with other customer experience practitioners. November 3, 9:00 – 4:30.

Customer Journeys 120

Customer Journeys Exercises Course Tips 120

Kerry Bodine

FEBRUARY 10, 2016

Join us for a hands-on customer journey mapping workshop in historic Philadelphia! You’ll get to ask all your burning questions about journey mapping, hear best practices and examples, and swap tips with other customer experience practitioners. March 24, 9:00 – 4:30.

Customer Journeys 120

Customer Journeys Exercises Course Tips 120

Kerry Bodine

SEPTEMBER 23, 2015

Join us for a hands-on customer journey mapping workshop in the heart of San Francisco! You’ll get to ask all your burning questions about journey mapping, hear best practices and examples, and swap tips with other customer experience practitioners. November 18, 9:00 – 4:30.

Customer Journeys 120

Customer Journeys Exercises Course Tips 120

Experience Investigators by 360Connext

JANUARY 7, 2025

Customer Touchpoints : Your CX program centers on customer touchpoints, which are every point of interaction with customers (both direct and indirect). Related resource : Customer Journey Mapping Examples: 4 Use Cases to Inform Your CX Strategy.

Customer Journeys 143

Customer Journeys Strategy Customer Experience Touchpoint 143

Kerry Bodine

AUGUST 14, 2020

Do you first have to analyze customer (quantitative) data or focus on their (qualitative) journeys? The Holy Grail of customer research is combining quant and qual data to get the most complete picture of your customer. The Trade-offs Between Quant & Qual Customer Research. Can we have nested journeys?

Customer Journeys 207

Customer Journeys Management Touchpoint Telecommunications 207

Kerry Bodine

JUNE 29, 2015

For the past few weeks, I’ve posted answers to some of the questions I got during my Qualtrics ’ CX Week webinar “ 10 Ways To Use Customer Journey Maps.” (You In Part 1 and Part 2 of this series, I talked about the elements of a journey map and how to run a journey mapping workshop.

Customer Journeys 120

Customer Journeys B2C B2B Exercises 120

Kerry Bodine

JUNE 13, 2017

But equally important is the question of which persona should be associated with that map. Before I go any further, let me make this point clear: EVERY JOURNEY MAP NEEDS AN ASSOCIATED PERSONA. Quite simply, different customers have different needs and expectations of your organization. Why is this?

Customer Journeys 168

Customer Journeys Exercises How To Banking 168

CX Journey

APRIL 25, 2018

Are you listening to customers? Are you mapping their experiences? 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. And how well is that going for them?

Customer Journeys 146

Customer Journeys Exercises Touchpoint Culture 146

BlueOcean

OCTOBER 10, 2016

As a contact center, we might be checking all the boxes in our call flow process, but that doesn’t mean the customer necessarily had a great experience. That’s why customer journey mapping in the contact center is essential to understand how the customer experience is built at every touchpoint.

Customer Journeys 120

Customer Journeys Contact Center Call Flow First Call Resolution 120

CX Journey

JUNE 20, 2018

Customer experience is (a) the sum of all the interactions that a customer has with a company over the course of the relationship and includes (b) the customer's feelings, emotions, and perceptions of the brand during the course of those interactions. Customer experience is not customer service.

Customer Journeys 140

Customer Journeys Communication Exercises Fashion 140

Experience Investigators by 360Connext

NOVEMBER 2, 2021

Creating customer personas is an important part of any customer journey mapping exercise or really any customer experience management program. What is a Customer Persona? We develop personas for specific activities around customer experience management. Customer Service Blueprinting.

Customer Journeys 375

Customer Journeys Culture B2B B2C 375

Kerry Bodine

NOVEMBER 22, 2017

We’ve been getting multiple requests over the past few weeks about our 2018 journey mapping workshop schedule. You’ll get to ask all your burning questions about journey mapping, hear best practices and examples, and swap tips with other customer experience practitioners. February 27 & 28 in San Francisco.

Customer Journeys 120

Customer Journeys Exercises Course Tips 120

Kerry Bodine

DECEMBER 16, 2016

Join us for a hands-on customer journey mapping workshop in 2017! I’m thrilled to announce our 2017 lineup of open enrollment journey mapping workshops: February 21 & 22 in San Diego. May 9 & 10 in Chicago. August 16 & 17 in San Francisco. Save the date: October 3 & 4 in Boston.

Customer Journeys 120

Customer Journeys Exercises Course Tips 120

ECXO

OCTOBER 7, 2024

As a Customer Experience (CX) leader, you hold the key to shaping extraordinary connections and driving meaningful change. Imagine waking up each day with the power to transform ordinary interactions into unforgettable experiences that leave a lasting impact on every customer.

Customer Experience 373

Customer Experience Customer Journeys Exercises Customer Centricity 373

eglobalis

JUNE 27, 2024

Introduction Delivering superior customer experience (CX) is paramount for business success. A well-crafted CX strategy transcends the superficial touchpoints of customer interaction, delving into the cohesive integration of all company divisions to deliver consistent, high-quality customer interactions.

Strategy 450

Strategy Customer Experience Net Promoter Score Customer Centricity 450

delighted

JANUARY 7, 2021

Defining customer needs, problems, and interactions with your company may seem overwhelming and at times, unnecessary. However, understanding every customer’s experience at each stage of the customer journey is crucial for turning business insights into long-term improvement strategies. .

Customer Journeys 98

Customer Journeys Touchpoint Net Promoter Score Exercises 98

ECXO

JULY 29, 2024

Designing and Rolling Out a Global Customer Experience Strategy Introduction Delivering exceptional customer experience (CX) is essential for any successful business. This strategy should include a thorough understanding of customer behaviors and preferences, aligning internal processes and culture with these insights.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

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

Beyond Philosophy

AUGUST 1, 2020

The 5 Rules for Behavioral Journey Mapping. We were training customers with journey mapping recently when it became apparent that people didn’t understand what journey mapping could do for them. They are essentially what a customer does in your experience. What Are The Five Rules?

Customer Journeys 122

Customer Journeys Net Promoter Score Exercises Customer Experience 122

Michel Falcon Experience

APRIL 3, 2019

In all my years of focusing on customer experience management, there is one practice that stands out amongst them all…customer journey mapping! How customer journey mapping will improve your operational strategy. ? Customer journey mapping is a fantastic way to improve your customer experience.

Customer Journeys 94

Customer Journeys Case Study Study Customer Experience 94

SuiteCX

OCTOBER 22, 2015

It is critical to get all key departments aligned on your customer experience strategy. suitecx Thought Leadership: Balancing Customer Needs. Customer-‐centric diagnostics, touch inventories, journey maps, customer storytelling and precision marketing are all components of this groundbreaking software.

Customer Journeys 100

Customer Journeys Company Customer Centricity Exercises 100

Experience Investigators by 360Connext

JANUARY 12, 2021

Identifying your customers is a two-sided coin: In order to understand our customers better, we need to identify what we already know about them. Your VoC analysis can help you create more accurate customer personas to use in customer journey mapping, marketing, product development, and more.

Customer Journeys 241

Customer Journeys Net Promoter Score Metrics Effort Score 241

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

JUNE 8, 2021

How to Act on Customer Experience Clues. Future State Customer Journey Mapping. Who is the customer in one year or five? How can your customer journey support them and adapt accordingly? . This exercise is a great way to predict what you need to change to be there for the changing customer journey.

Customer Journeys 271

Customer Journeys Healthcare How To Video 271

CX Journey

OCTOBER 7, 2014

This post is about three key exercises to lay the foundation for beginning any customer listening efforts. Personas are fictional characters created to describe your ideal prospect or actual customer. They are derived through primary research - research that can then also be used for your customer journey maps.

Customer Journeys 164

Customer Journeys Exercises Touchpoint Voice of Customer 164

CX Journey

JULY 7, 2015

One of the arguments against journey mapping I often hear is that it's an exercise in futility: You map. You map because you need to understand the customer experience; you know that you cannot transform something you don't understand. Probably the most important thing to do next is to socialize the maps.

Customer Journeys 80

Customer Journeys Exercises Touchpoint Call Recording 80

CloudCherry

MARCH 28, 2019

But 99% of enterprises don’t bring those journeys into their CX programs. Most journey mapping exercises start out great with gathering everyone in a room, brainstorming touchpoints and designing a visual journey of how customers move through their interactions with your company.

Customer Journeys 231

Customer Journeys CEM NPS ROI 231

Kustomer

JUNE 25, 2020

Listen and subscribe to our podcast: In this episode of Customer Service Secrets , Annette Franz, CEO of CX Journey Inc. joins Gabe Larsen to continue exploring customer journey mapping and how to do it effectively. Customer journey mapping is a way of capturing the thoughts, feelings, and actions of the customer.

Customer Journeys 92

Customer Journeys Policies Customers Analysis 92

InMoment XI

JANUARY 27, 2025

Part of that is just the nature of the business, with primary use cases revolving around KPIs weighed down by negative connotationsmetrics like problem resolution rates, customer effort scores, and churn. In that light, goal-setting often becomes an exercise in mitigation: reducing call volumes, minimizing customer effort, and curbing churn.

Call Center 195

Call Center Contact Center Effort Score Social Media 195