SuiteCX

MARCH 31, 2015

CEM/CJM Governance is a process focused on managing the quality, consistency, usability, security, and availability of your overall CEM strategy as well as for the building blocks such as VOC/VOE/Journey Maps and CEM Dashboards. Governance in Customer Journey Mapping. No common tools or process.

Customer Journeys 100

Customer Journeys Government CEM Omni-Channel 100

eglobalis

OCTOBER 1, 2024

Create a Unified Customer Journey Map Developing a company-wide customer journey map helps departments see how their actions influence the overall customer experience. Breaking down these barriers opens new opportunities for agility, innovation, and better alignment with customer needs.

Customer Journeys 450

Customer Journeys Culture Leadership Effort Score 450

Experience Investigators by 360Connext

JUNE 22, 2021

Traditional business education and even standard business plans don’t include much focus on the customer’s journey beyond the basics of getting the sale and delivering a product or service. Even customer journey maps can neglect key phases of the customer experience. Who are your at-risk customers?

Customer Journeys 297

Customer Journeys e-support Customers Loyalty 297

Retently

NOVEMBER 27, 2024

Analyzing Market Trends and Customer Behavior 2. Personalizing the Customer Journey 3. Building Customer Loyalty for Retention 6. According to Google, 70% of buying decisions happen during these moments, making it crucial for your business to be present and ready to deliver what customers need instantly.

Ecommerce 148

Ecommerce Sales Strategy Tips 148

Retently

MARCH 11, 2025

Key Takeaways Reviewing and analyzing customer feedback is a daily priority CX Managers track reviews, surveys, support tickets, and returns to spot patterns and escalate critical issues. Monthly presentations for leadership , highlighting CX-driven improvements and business impact. Make every interaction feel effortless.

Ecommerce 115

Ecommerce Self Service Customer Experience Management 115

Experience Investigators by 360Connext

MARCH 19, 2024

Struggling to balance strict company policies with the need for out-of-the-ordinary customer experiences? As your guide, Jeannie Walters lays out the roadmap for customer experience leaders to find that sweet spot.

Policies 200

Policies Roadmap Culture Leadership 200

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. Incorporate maps into meetings, presentations, onboarding, and training.

Customer Journeys 80

Customer Journeys Exercises Touchpoint Call Recording 80

C3Centricity

JANUARY 13, 2021

It is also loaded with examples of how great insights can be turned into powerful ad campaigns that connect with customers and motivate them to buy. #4. How to Map Your Customer Journey & Overlay their Emotions. How to Improve Customer Centricity in Hospitality. Is Packaging Part of Product or Promotion?

Customer Centricity 279

Customer Centricity Hospitality Customer Journeys Strategy 279

Lumoa

JANUARY 19, 2023

Here’s your ultimate guide on how to build a customer experience department. Map Your Current Customer Journey 3. Map Your Current Customer Journey To gain a better understanding of how exactly your customers interact with your business, you will need to map out the current customer journey.

Customer Experience 221

Customer Experience Net Promoter Score How To Customer Journeys 221

Customer Bliss

AUGUST 15, 2017

Annette is responsible for Thomas Cook’s overall customer experience strategy and road map with a clear focus on the cultural transformation as well as designing the end-to-end customer journey. She is a regular speaker at CX events and conferences across Europe. “Quick wins” were important.

Travel 204

Travel Industry Hotels Customer Journeys 204

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 133

Customer Journeys Survey Effort Score NPS 133

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?

Roadmap 157

Roadmap Leadership Customer Journeys NPS 157

SurveySparrow

DECEMBER 29, 2023

To ensure your business consistently delivers an impressive CX, a well-structured plan, or a customer experience roadmap, is vital. What is the Customer Experience Roadmap? A customer experience roadmap is a strategic plan that outlines the steps a business will take to enhance its customer experience.

Roadmap 52

Roadmap Net Promoter Score Customer Journeys Customer Experience 52

Experience Investigators by 360Connext

SEPTEMBER 22, 2020

A Customer Experience Mission Statement , customer-focused and separate from your Corporate Mission Statement. The Ideal Customer Journey. Do employees understand their role in delivering this, even if they don’t consider themselves as “customer-facing?” ” Your Known Customer.

Culture 251

Culture Company Lifetime Customer Customer Centricity 251

Lumoa

AUGUST 23, 2021

Although we refer to the “post-pandemic world” in this article, we understand that we’re still in the middle of it all — we just hope we can provide a little hope and guidance for the present and future reality of a post-COVID world. This statistic alone shows a significant shift in potential customer journeys.

Customer Experience 221

Customer Experience Social Media Video Customers 221

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

InMoment XI

SEPTEMBER 3, 2024

With conversational analytics, organizations can improve customer experiences by seamlessly combining contact center conversations, emails, chats, and calls, with other customer feedback channels like surveys, reviews, and social media, thereby gaining a holistic view of the customer journey.

Analytics 195

Analytics Data Social Media Average Handle Time 195

ChurnZero

MARCH 22, 2023

There are three foundational areas of CS where I see teams miss the mark: customer segmentation, journey mapping, and team structure design. Customer segmentation The first foundation of an efficient program is segmentation. Both the customer experience and cost control are key parts of a solid success program.

Customer Journeys 97

Customer Journeys Customer Success Touchpoint Financial 97

GetFeedback

JANUARY 29, 2019

Rather than starting from scratch, GetFeedback provides pre-built templates for every stage of the customer journey so you can successfully create surveys with ease. Success : periodically send surveys throughout the customer lifecycle to improve onboarding and customer health.

Survey 150

Survey Net Promoter Score Roadmap Knowledge Base 150

Gainsight

NOVEMBER 18, 2019

Post-it notes are everywhere, laying out our customer journey map. The journey map ends up sitting on a SharePoint somewhere, unshared and unused. The reality is, B2B customer journey mapping is uniquely tough. Would it be better to present their findings in a PowerPoint deck or a video?

Customer Journeys 9

Customer Journeys B2B Touchpoint NPS 9

Kayako

OCTOBER 16, 2017

During the onboarding stage issues that might appear minor, such as receiving an error when trying to upload a file, often hint at much bigger issues—such as incorrectly mapping all imported data. Customers who have moved past onboarding milestones enter the “onboarded” stage of the customer journey.

Customer Success 186

Customer Success NPS Roadmap Customer Satisfaction 186

NICE inContact

AUGUST 21, 2018

Raising the bar on the customer journey. And, of course, listening to what our customers tell us is most important to them. one of the reasons I’m here is to learn more about the automation and the AI roadmap…”. – Real-world presentations from organizations and people who have been there, done that.

Interaction 121

Interaction Entertainment Roadmap Conference 121

Experience Investigators by 360Connext

OCTOBER 17, 2023

These select leaders, often heads of customer-facing teams, become the source of CX insight for other leaders within the organization. To move forward, it is important to build a cross-functional CX coalition and encourage other leaders to take steps to improve the overall customer journey. Stories can.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

ChurnZero

MARCH 7, 2025

Well-managed communities are proven to increase customer retention, provide valuable product insights, expand brand awareness, and improve overall customer satisfaction. What’s the impact of a digital customer community? How to build and grow a digital customer community.

How To 52

How To Roadmap Self Service Gamification 52

CX Journey

MAY 5, 2015

I've been involved in the planning of this event the last couple years; this year, I was tasked with lining up bloggers (in addition to myself) to capture highlights of the presentations and podcasters to get the real scoop from speakers in audio. Let's dive in to her presentation. But…"How do I get my executives on board?"

Customer Journeys 80

Customer Journeys Strategy Customer Experience Government 80

Customer Bliss

AUGUST 23, 2018

In this case, journey mapping helped Anand work with his fellow leaders to see things holistically. He created two separate groups to analyze the different aspects of the customer experience. By looking at the customer roadmap, Anand was able to better determine who could help him deliver on the work that needed to be done.

Transportation 129

Transportation Industry Management Chief Customer Officer 129

Thematic

MARCH 30, 2025

In short, when you close the loop, you reinforce the entire user feedback loop —showing customers they’re not just heard; they’re valued. The Link Between NPS Survey and Customer Churn At Thematic, we’ve looked at churn data across all NPS scores and found that churn is present across all responses.

Feedback 62

Feedback Roadmap Effort Score NPS 62

InMoment XI

OCTOBER 24, 2023

These analytics tools delve deep, illuminating the nuances of every conversation, every piece of customer feedback , and every touchpoint. They paint a vivid picture of the customer journey , highlighting the highs, the lows, and everything in between. This isn’t just foresight; it’s the power to shape the future.

Contact Center 195

Contact Center Analytics Multi-Channel Effort Score 195

ECXO

AUGUST 6, 2024

Our brains are wired to prioritize the present moment, a trait that has been honed over millennia of evolution. This present-focused orientation, known as temporal discounting, makes immediate rewards more compelling than future gains. Over time, this has ingrained a preference for the present in our neural circuitry.

Customer Experience 177

Customer Experience Culture Policies Innovation 177

ECXO

DECEMBER 26, 2023

Whether it’s giving a presentation, writing documentation, or creating a website or blog, we need and want to share our knowledge with other people. This book invites you on a revelatory journey, seeing the world through the eyes of genuine customers. Here is the book link. Here is the book link.

Case Study 156

Case Study Customer Centricity Social Media Competitive Advantage 156

ECXO

NOVEMBER 16, 2023

We need to take a step back for a minute and analyse how all of these solutions address our customer needs. Any technology that makes CX poorer has no place on the roadmap. And mitigate the risk presented to our brands and reputations if we do not use it responsibly and carefully. We need to understand the limitations.

Customer Experience 194

Customer Experience Chatbots Self Service Touchpoint 194

CX Journey

NOVEMBER 6, 2014

High on Iztaccihuatl, after a successful summit bid Today I''m pleased to present another guest post by Sarah Simon. Who on your team has time to roadmap and communicate your customer experience vision and execute the comprehensive VoC strategy to inform that plan? customer experience voc voice of customer'

Hotels 171

Hotels Consulting Culture Chief Customer Officer 171

InMoment XI

OCTOBER 9, 2024

From onboarding the customer to converting them into a loyal brand advocate, each step of the customer journey is an opportunity to learn how your customer views your business. Knowing how to collect customer feedback is crucial to delivering consistent value as a business and staying ahead of your competition.

Feedback 195

Feedback How To Social Media B2C 195

Quadient

SEPTEMBER 16, 2022

This one: Customer Journey Mapping: A brand's GPS to loyalty and advocacy was written back in 2016 by Laurent Ghio, Quadient’s first Certified Customer Experience Professional. To access, simply visit check this link: The Forrester Wave™: Journey Mapping Platforms, Q2 2022. How far has it come?

Customer Journeys 52

Customer Journeys Social Media Roadmap Software 52

Retently

MARCH 17, 2025

A good CX report pulls data from multiple sources to give a full 360 view of your customer interactions. Different aspects of the customer journey require different tools, from helpdesk performance to returns, subscription management, and post-purchase experience. Where Does the Data Come From? Hint: More Than Just Tickets!)

Report 90

Report How To Effort Score NPS 90

BirdEye

NOVEMBER 27, 2023

Birdeye Reports tackles these hurdles head-on by offering granular insights into customer experience and online reputation management (ORM). As a business, you can easily make informed decisions by consolidating data from digital touchpoints throughout the customer journey and across locations.

Report 115

Report Social Media Multi-Channel Net Promoter Score 115

DCX

JANUARY 7, 2025

Be honest—does your company’s CX strategy actually help customers, or is it just something to impress the higher-ups? You run some surveys, build a fancy dashboard, and maybe even map out a customer journey. But let’s get real—does any of that fix what’s broken for your customers?

Customer Experience 52

Customer Experience Effort Score Leadership Metrics 52