Experience Investigators by 360Connext
APRIL 14, 2020
If you have a journey map, I hope you are using it. COVID-19 and the ongoing fallout from it — remote teams, changing budgets, new family dynamics — are competing for your attention, but don’t let your journey map collect dust right now. Why Journey Maps Matter Now More Than Ever.
CloudCherry
JULY 23, 2019
In our last post, we discussed three common pitfalls companies encounter in their customer journey marketing (CJM) initiatives: little support from the C-suite, a short-sided view of the end goal, and limited customer perspective. As Gartner notes , those successful CJM programs create usable journey maps.
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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. Committing to paper your hypotheses and assumptions about your customers’ experiences can, in fact, be dangerous.
Customer Bliss
FEBRUARY 9, 2018
In this “My Rock, My Story,” Samir Bitar , Director of the Office of Visitor Services at the Smithsonian Institution , shares how he and his team built the organization’s first customer journey map in order to create a unified understanding of the visitor experience across its many museums and affiliates around the world.
Kerry Bodine
JUNE 23, 2015
Back in May, I presented a webinar called “ 10 Ways To Use Customer Journey Maps ” as a part of Qualtrics ’ CX Week. Part 1 of this series focused on common journey map components and how to use maps to prioritize customer experience initiatives. What is the process for creating journey maps?
Experience Investigators by 360Connext
JULY 7, 2020
Why Create Customer Journey Maps? Journey maps can be extraordinarily impactful upon how an organization approaches their products, services, and interactions. Stop for a moment and imagine a customer journey map in your mind. Customer journey maps are tools to solve your business challenges.
eglobalis
JANUARY 7, 2025
Techniques like shadowing clients or performing customer journey observations are particularly effective in B2B contexts. Tools : Empathy maps and journey mapping to visualize customer experiences and uncover pain points in their processes.
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