Kerry Bodine

AUGUST 14, 2020

On Wednesday I presented a webinar with the Toronto Customer Experience Professionals Association. So many, in fact, that I didn’t have time to answer them all on the webinar itself. Do you first have to analyze customer (quantitative) data or focus on their (qualitative) journeys? Can we have nested journeys?

Customer Journeys 207

Customer Journeys Management Touchpoint Telecommunications 207

InMoment XI

DECEMBER 30, 2021

It’s fair to say that we all learned a few crucial lessons within the past year(s) about the shift in customer expectations and needs—and we’ve strived to put our learnings into a few CX strategy webinars. Watch the webinar to get the full inside scoop! How to Win the “Make or Break” Moments in the SaaS Customer Journey.

Strategy 370

Strategy Touchpoint Metrics Customer Journeys 370

Kerry Bodine

AUGUST 1, 2020

Join me on Wednesday, August 12 at 1:00pm ET for a webinar with the Toronto Customer Experience Professionals Association. Webinar overview. Journey mapping has reached fever pitch in the customer experience world. What are the key responsibilities and challenges of Journey Managers? Register here !

Customer Journeys 156

Customer Journeys Management Customer Experience Professionals Measurement 156

ECXO

NOVEMBER 19, 2024

Lesson for Companies : Your customers are the heroes of their own stories. To improve customer experience, companies must first understand their customers’ unique journeys, pain points, and goals. By recognizing where customers are in their journey, you can deliver personalized experiences that guide them toward success.

Customer Experience 296

Customer Experience Social Media Customer Journeys Touchpoint 296

Kerry Bodine

JUNE 2, 2015

Many companies embark on customer journey mapping projects without having a clear idea of how they’ll actually use the outputs. At the end such efforts, the CX team has checked “journey mapping” off its to-do list, but is left wondering what to do next…. With a current-state journey map , you can: 1.

Customer Journeys 120

Customer Journeys Customers Innovation Measurement 120

Kerry Bodine

NOVEMBER 29, 2017

I got a great question this morning from some colleagues who attended of one of our recent journey mapping workshops together: “Our marketing team would like to map the prospect journey from awareness up to purchase, but there are so many entry points and no linear process. The answer is that you can’t.

Customer Journeys 225

Customer Journeys Touchpoint How To Customers 225

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 Or watch the webinar —just register for free at CXWeek.com and look for my webinar on the Wednesday agenda.). You can download the slides here.

Customer Journeys 120

Customer Journeys B2C B2B Exercises 120

Kerry Bodine

JANUARY 9, 2020

In today’s digital era, consumers are rapidly continuing to switch from offline to online — and the contact center may be the only time your customer interacts with your business. On February 6th at 10 AM PST, join me and Five9 CMO Ryan Kam as we reveal 3 proven ways to master the customer journey to deliver seamless customer experiences.

Customer Journeys 156

Customer Journeys Contact Center Touchpoint Loyalty 156

Kerry Bodine

JANUARY 9, 2020

In today’s digital era, consumers are rapidly continuing to switch from offline to online — and the contact center may be the only time your customer interacts with your business. On February 6th at 10 AM PST, join me and Five9 CMO Ryan Kam as we reveal 3 proven ways to master the customer journey to deliver seamless customer experiences.

Customer Journeys 156

Customer Journeys Contact Center Touchpoint Loyalty 156

Kerry Bodine

JANUARY 9, 2020

In today’s digital era, consumers are rapidly continuing to switch from offline to online — and the contact center may be the only time your customer interacts with your business. On February 6th at 10 AM PST, join me and Five9 CMO Ryan Kam as we reveal 3 proven ways to master the customer journey to deliver seamless customer experiences.

Customer Journeys 156

Customer Journeys Contact Center Touchpoint Loyalty 156

InMoment XI

NOVEMBER 7, 2024

Furthermore, 86% of those leaders also agree that AI and automation have helped them scale their operations, with the majority believing those tools are more effective for scaling operations than hiring more customer service representatives. What is Customer Experience Automation?

Customer Experience 195

Customer Experience Customer Journeys CRM e-support 195

InMoment XI

DECEMBER 10, 2024

Incentives like discounts and loyalty points encourage customers to stick with your brand over the long term. Improve Onboarding The onboarding process sets the tone for the customer journey with your brand. Leverage guides, webinars, video tutorials, and newsletters to inform customers.

Customer Journeys 195

Customer Journeys ROI Net Promoter Score Multi-Channel 195

Heart of the Customer

MAY 4, 2020

When doing customer journey mapping, it’s critical to start by identifying a business problem – one that you can solve through learning more about customer needs. The post Six Ways Journey Mapping Can Drive ROI appeared first on Heart of the Customer.

Customer Journeys 120

Customer Journeys ROI Tools Resources 120

AskNicely

MARCH 15, 2018

And on the ROI front, Harvard Business Review relates that “customers who have the best past experiences spend 140% more compared to those who had poor past experiences.”. The Customer Journey Has Evolved. Ironing out the kinks in your customer’s journey. Join Us for a “Smooth” Webinar. Register Here.

Customer Journeys 150

Customer Journeys Net Promoter Score Customer Experience NPS 150

Heart of the Customer

JULY 12, 2024

Customer Journey Mapping is often the first step in developing a customer experience program. This webinar breaks down what is a Journey Map, what it does, and how to make it most effective. The post What is a Customer Journey Map? appeared first on Heart of the Customer.

Customer Journeys 78

Customer Journeys Customers Customer Experience How To 78

Experience Investigators by 360Connext

DECEMBER 17, 2014

Invite a customer into your board meetings. Map the customer journey. (Or connect with us and leave it to the pros!). Find some part of the journey to examine more closely each month. There are places in the customer journey you know aren’t working. Make 2015 the year to fix them.

Customer Journeys 306

Customer Journeys Customer Experience eBook Employee Engagement 306

NobelBiz

OCTOBER 24, 2023

Both the customer experience map and the journey map are essential tools for businesses aiming to understand and improve the interactions their customers have with their brand. While they often are used interchangeably, these maps serve distinct purposes, have unique elements, and offer varying insights.

Customer Journeys 104

Customer Journeys Customer Experience Contact Center Touchpoint 104

Kerry Bodine

JUNE 5, 2019

Two weeks ago, I delivered a webinar called “The Path To Journey Management” in partnership with Intouch Insight , a CX management solutions provider. So many, in fact, that I didn’t have time to answer them all on the webinar itself. Journeys & Journey Maps. Journey Measurement.

Customer Journeys 136

Customer Journeys Management Touchpoint Banking 136

Kerry Bodine

JANUARY 14, 2021

In this webinar, Darryl and I will discuss: Steps to create a strategy that drives business outcomes amidst continued business and societal changes in 2021. Tips to master the digital-first customer journey across all channels. I hope you’ll join us for this webinar! Register here.

Contact Center 177

Contact Center Strategy Tips Customer Journeys 177

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. Know the ideal customer journey.

Customer Journeys 297

Customer Journeys e-support Customers Loyalty 297

Experience Investigators by 360Connext

MAY 11, 2021

Everyone in the organization should understand what customer experience your brand aspires to deliver, and their role in achieving that. The strategy is about what leaders are involved where, and what actions and plans are required to deliver on the promises made throughout the customer journey. What Should CX Technology Do?

Customer Experience Management 291

Customer Experience Management Customer Journeys Customer Experience Management 291

Kerry Bodine

JUNE 5, 2019

Two weeks ago, I delivered a webinar called “The Path To Journey Management” in partnership with Intouch Insight , a CX management solutions provider. So many, in fact, that I didn’t have time to answer them all on the webinar itself. Journeys & Journey Maps. Journey Measurement.

Customer Journeys 120

Customer Journeys Management Touchpoint Banking 120

Kerry Bodine

JUNE 5, 2019

Two weeks ago, I delivered a webinar called “The Path To Journey Management” in partnership with Intouch Insight , a CX management solutions provider. So many, in fact, that I didn’t have time to answer them all on the webinar itself. Journeys & Journey Maps. Journey Measurement.

Customer Journeys 120

Customer Journeys Management Touchpoint Banking 120

InMoment XI

OCTOBER 23, 2024

In a period of financial anxiety, customers are looking for institutions they can trust. Your bank can present itself as a reliable option by demonstrating a commitment to making their customer journey smooth and personalized. It is a proven way of retaining customers. Implement CX initiatives in phases.

Banking 195

Banking Customer Experience Effort Score Financial 195

CloudCherry

MARCH 28, 2019

Journey-based insights. Everyone is talking about journeys. But 99% of enterprises don’t bring those journeys into their CX programs. If you’re lucky, you might get your design team to take the sticky notes off the wall and put together a well-designed map. Here’s how this needs to change.

Customer Journeys 231

Customer Journeys CEM NPS ROI 231

InMoment XI

MARCH 23, 2020

Don’t stop listening to your customers during this critical time! Join top customer experience and research experts from Inmoment and MaritzCX, and Inmoment company, in this webinar as they provide answers to your critical. View Article.

Customer Experience 195

Customer Experience Management Customers Interaction 195

Experience Investigators by 360Connext

AUGUST 9, 2017

They do their research, read the blogs, and the books, and even attending some webinars. They begin to see this customer experience thing as more than what they originally thought it was. CX Strategy by Journey Mapping. Journey mapping is the answer! I’m a big believer in mapping the experience.

Customer Journeys 181

Customer Journeys Strategy How To Airlines 181

Kerry Bodine

NOVEMBER 30, 2020

We want to help you make that happen with four offers to bolster your customer experience efforts over the upcoming year. Now through Friday, December 4: Save $500 on our Journey Mapping Master Toolkit , the industry’s only solution to combine the expert instruction and ready-to-use tools you need to create effective journey maps.

Customer Journeys 35

Customer Journeys Sales Roadmap Consulting 35

ECXO

JANUARY 25, 2022

The European Customer Experience Organization (ECXO) invites you to Journey Orchestration (JO) in Practice II by Ray Gerber at Thunderhead. You are all welcome to the open-access webinar with 120 places available. Journey Orchestration (JO) in Practice II by Ray Gerber at Thunderhead. Subscribe here: [link].

Customer Relationship Management 296

Customer Relationship Management Innovation Analytics Employee Experience 296

Totango

AUGUST 23, 2022

B2B Customer Journey Touchpoints: A Guide for CS Teams. B2B customer journey touchpoints mark the roadmap toward successful outcomes for clients and CS teams. In this way, customer journey B2B touchpoints serve as a powerful tool for increasing the effectiveness of your customer success strategy.

Customer Journeys 122

Customer Journeys Touchpoint B2B Social Media 122