SuiteCX

JANUARY 19, 2015

10 Key Insights from 15 Years of Customer Journey Mapping Case Studies January, 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.

Customer Journeys 100

Customer Journeys CRM Leadership Customer Centricity 100

Lumoa

MARCH 20, 2018

sw bug fixes, wrong information corrected on the web site) Product development decisions : reprioritizing things on the product development roadmap taking the feedback into account (e.g. more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g.

Net Promoter Score 268

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 268

Customer Bliss

OCTOBER 24, 2017

Did you know that government agencies are working hard to embed customer experience strategies in their operating plan and mindset? In this episode, Anahita Reilly walks us through her customer experience maturity map and actions to unite the leadership team, map the customer journey and drive transformation.

Government 85

Government Leadership Customer Experience Chief Customer Officer 85

Experience Investigators by 360Connext

JANUARY 10, 2023

Employees are engaged in not just the idea of customer experience , but in their role as an important part of it. Leaders are working closely across the organization for the goals around a seamless, constantly improving customer journey. Leaders started seeing how their goals were supported by a stronger customer experience.

Customer Journeys 143

Customer Journeys Resources Video Strategy 143

ECXO

MAY 11, 2023

This understanding will help you identify gaps and opportunities for improvement and develop a roadmap for transformation. The model is a framework that helps companies evaluate their current state of customer experience management and identify areas for improvement. Where should you do next? Implement the change organisation-wide.

Customer Centricity 156

Customer Centricity Customer Journeys Self Service Culture 156

Education Services Group

JUNE 20, 2023

Now buckle up for the longest segment of your customers’ experience: Service. Continuing our series investigating all the stages of a customer journey map, I’m diving into everything that makes (or breaks) this chapter of the CX story. We’ve talked Awareness, Consideration, and Acquisition.

Customer Journeys 52

Customer Journeys Self Service Touchpoint Customer Success 52

Pointillist

MAY 23, 2018

More and more marketers and customer experience professionals are now looking for the best customer journey analytics platform to understand and engage with individual customers at a personal level, at scale. But, once you begin to look into customer journey analytics at a deeper level things become much less clear.

Customer Journeys 90

Customer Journeys Analytics How To Touchpoint 90

Lumoa

MARCH 20, 2018

sw bug fixes, wrong information corrected on the web site) Product development decisions : reprioritizing things on the product development roadmap taking the feedback into account (e.g. more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g.

Net Promoter Score 150

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 150

Customer Bliss

JANUARY 25, 2019

He pieced together critical “to-do” items that his team needed to have on their roadmap in order to make the customer experience better. He put together a one-page roadmap and brought it to the senior leadership team. How did he present the journey map to leadership? Develop a CX charter.

Roadmap 157

Roadmap Leadership Customer Journeys NPS 157

CX Journey

MAY 5, 2015

Erin shares specific methodologies, approaches, and proven practices that have moved the needle at John Deere by enabling success in areas of strategic planning, governance, executive buy-in, analytics, VoC, and MoT design and delivery. Erin started with stating John Deere's admirable goal: to earn customers for generations.

Customer Journeys 80

Customer Journeys Strategy Customer Experience Government 80

CX Journey

NOVEMBER 10, 2015

The descriptions include vivid narratives, images, and other items and artifacts that help companies understand the needs of the customer (contextual insights) and outline motivations, goals, behaviors, challenges, likes, dislikes, objections, and interests that drive buying (or other) decisions. And none of them are "one and done" tools.

Customer Journeys 80

Customer Journeys Roadmap Government Culture 80

DCX

DECEMBER 29, 2024

For anyone looking to grow as a leader, a professional, or just as a human being, his philosophy offers a roadmap to clarity and purpose. Why it matters for CX professionals Philosophy's emphasis on ethics, empathy, and critical thinking has direct applications in customer experience. What happens to them?

NPS 52

NPS Gamification Effort Score Customer Centricity 52

UJET

JUNE 4, 2021

Get the jump on your competitors by downloading our free Digital Transformation Roadmap. But for businesses that rely on customer service and experience as a competitive advantage, COVID-19 has underscored the need for digital transformation frameworks that can definitively help these complex changes succeed.

Contact Center 121

Contact Center Roadmap Leadership Competitive Advantage 121

ECXO

AUGUST 6, 2024

For instance: 1. Policy-making: Governments can create policies that stabilize economic conditions, thus providing a foundation for citizens to engage in long-term planning. 4. Customer Journey and Touchpoints a. This results in a smoother and more enjoyable customer experience across all touchpoints.

Customer Experience 177

Customer Experience Culture Policies Innovation 177

Kustomer

APRIL 28, 2022

For example, a SAAS company’s journey might be much more involved than that of a fashion retailer’s. It’s common for leaders to get overwhelmed when faced with the challenges of carving their desired customer journey and recognizing customer pain points along the way. Many leaders see the journey map as a linear process.

Customer Journeys 81

Customer Journeys Management Roadmap Groups 81

Pointillist

JULY 25, 2018

By Swati Sahai Companies are increasingly benefiting from customer journey analytics across marketing and customer experience, as the results are real, immediate and have a lasting effect. Learning how to choose the best customer journey analytics platform is just the start. If so, you are not alone.

Customer Journeys 43

Customer Journeys Analytics How To Metrics 43

SuiteCX

JUNE 16, 2017

It may mean a new POS system, improvement in the supply chain, better integration of customer data from in store and on line, virtual reality, IoT, etc. Retailers will need a data and technology roadmap to help direct future investments where they will make the most difference. Change in mindset. Change will be continuous.

Omni-Channel 124

Omni-Channel Retail Industry Multi-Channel 124

Pointillist

AUGUST 14, 2018

Customer journey analytics is a whole new approach to analytics that involves having a journey-based mindset and being customer-obsessed. How you deploy customer journey analytics organizationally—and not just the software you choose—will make all the difference for achieving long-term success.

Customer Journeys 41

Customer Journeys Analytics How To Metrics 41

Gainsight

AUGUST 14, 2021

What governance should we put in place when multiple teams want to use them? How do we use them to drive value for customers? In part one of a three-part blog series, we walk you through the first secret to unlocking governance around your in-product user guide experience: people. Who should drive the strategy?

Government 52

Government How To ROI Effort Score 52

CX Journey

JUNE 16, 2015

You've built your business case, and that seems to have solidified the need to get everyone centered on the customer and to focus on improving the experience. You've got a roadmap, a governance structure, and some initiatives in place with owners and project plans. You're truly making progress. I think you know.

Advertising 80

Advertising Roadmap Government Course 80

CSM Magazine

SEPTEMBER 14, 2023

Standardization of business processes leveraging journey mapping, human-centered design, and industry best practices (e.g., certification across delivery centers and geographies) CX Impacts Business Research shows companies have made progress on the level of customer care provided, but brands still must do better.

Consumers 59

Consumers Self Service Multi-Channel Ecommerce 59

ClearAction

FEBRUARY 13, 2023

In businesses, governments, and nonprofits, “winning” is a matter of meeting or exceeding customer expectations. Leading customer experience excellence means driving a 1-to-1 ratio between what’s expected versus what’s experienced. This is how both luxury and discount brands can have raving fans.

Sports 71

Sports Customer Experience Handbook Case Study 71

ECXO

DECEMBER 20, 2023

We all work in regulatory environments which govern the way we use data and protect customer privacy. Get executive buy-in, build a cross-functional team and bring data to the C-Suite and leadership teams Get senior buy-in and align stakeholders around the new CDP / personalisation roadmap. These use cases are not exhaustive.

Customer Experience 156

Customer Experience Effort Score B2B ROI 156

Customer Alignment

MARCH 2, 2018

Try and keep this asset to key insights that you uncover and which best reflect a precis of the customer story and keep the detail for the supporting documentation. I would advise against the temptation to begin detailed journey-mapping at this stage. The roadmap process is ongoing and iterative.

Chief Customer Officer 99

Chief Customer Officer Customer Journeys Customer Experience Roadmap 99

SuiteCX

JUNE 16, 2017

It may mean a new POS system, improvement in the supply chain, better integration of customer data from in store and on line, virtual reality, IoT, etc. Retailers will need a data and technology roadmap to help direct future investments where they will make the most difference. Change in mindset. Change will be continuous.

Omni-Channel 100

Omni-Channel Retail Multi-Channel Social Media 100

West Monroe

JUNE 23, 2017

Population health systems touch nearly all aspects of a payer’s operational workflows, data management processes and architecture, as well as the customer journey across the care continuum. A defined implementation roadmap and rollout strategy is key to the team quickly becoming aligned and enabling a clear, focused delivery.

Roadmap 56

Roadmap System Government Training 56

Bizagi

NOVEMBER 10, 2020

Business processes, and the customer journeys that they power, do not live in a single system – but across many. Along with the amplified need for business agility, we believe that the most significant requirement for transformation in 2020 is the power to orchestrate.

Roadmap 67

Roadmap Government Metrics System 67

DCX

SEPTEMBER 15, 2024

This guide shows how aligning team goals with customer needs drives real business success and gives you practical, no-nonsense tips for making it happen. If you’re serious about getting everyone on the same page, this is your roadmap! UnF*cking CX is Zack Hamilton’s new no-nonsense take on the customer experience world.

e-support 52

e-support Healthcare Customer Journeys Roadmap 52

DCX

SEPTEMBER 15, 2024

This guide shows how aligning team goals with customer needs drives real business success and gives you practical, no-nonsense tips for making it happen. If you’re serious about getting everyone on the same page, this is your roadmap! UnF*cking CX is Zack Hamilton’s new no-nonsense take on the customer experience world.

e-support 52

e-support Healthcare Customer Journeys Roadmap 52

SurveySensum

JULY 14, 2020

Head of Customer Experience for UL EHS, Co-Founder of CX Accelerator, and CEO of Officium Labs, Nate Brown is an ICMI Top 50 Thought Leader. He is a Customer Experience Blogger and Speaker and offers expertise in customer journey mapping, a voice of the customer programs, survey process and analysis, employee engagement, and others.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

West Monroe

APRIL 18, 2017

your “North Star”) and aligning the organization to a common view, with core values illuminated by customer expectations for how you will make decisions, truthfully assess the maturity of your organization and build a roadmap for change. To do this you need to first understand your customer. This demands defining a vision (i.e.,

Airlines 40

Airlines Customer Journeys Effort Score Social Media 40

Strativity

DECEMBER 12, 2022

Cloud migration can seem like a daunting process, but our five-part cloud migration journey map will help you feel confident about the move and enjoy an efficient digital transformation. Phase 2: Define your cloud migration strategy and roadmap. As with any journey, it’s vital to lay the groundwork for a smooth transition.

Strategy 52

Strategy Roadmap System Customer Journeys 52

North Highland

SEPTEMBER 27, 2019

For many organizations, functionally siloed perspectives on the customer journey are an impediment to the “one customer thinking” that’s required for a data-driven customer experience. Key Enablers of a Data-Driven Customer Experience. Double -down on data governance.

Data 40

Data Government Social Media Roadmap 40

Gainsight

JANUARY 8, 2021

Alignment practices continue to be critical in the roadmap and feature development prioritization for Adobe. “Because of these efforts, it continues to be so critical in roadmap and feature development.” Blending Customer Marketing and Product Management processes is an art for Adobe. PM and CM—Perfect Partnering.

Sports 52

Sports Effort Score Tips Analytics 52

InteractionMetrics

MARCH 20, 2025

Closed-loop systems : The best customer experience management software lets teams assign tasks, automate follow-ups, and resolve customer inquiries fast. just smoother resolutions and happier customers. Nowadays, you’ll want to look for tools that map entire customer journeys instead of just taking snapshots.

Software 52

Software Multi-Channel Contact Center Social Media 52

SmartKarrot

OCTOBER 27, 2020

To stay intact with a plan and progress in a foolproof way, a customer success roadmap can help. There are many areas you need to look into while implementing customer success in your organization. To begin with, you need to be clear as to how you would help your customers achieve their goals. Customer acquisition.

Roadmap 10

Roadmap Customer Success Customer Journeys Chief Customer Officer 10

ChurnZero

OCTOBER 16, 2020

At Grubhub, she says they seek out Customer Success talent with skills like business acumen, executive presence, book-of-business ownership, and negotiation. Kassie concludes that renewal and expansion are not checklist items or stand-alone events that should be handed off: “They’re a part of the customer journey.

Sales 98

Sales Customer Success Conference Customers 98