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Customer Journey Mapping: A brand's GPS to loyalty and advocacy

Quadient

Customer Journey Mapping: A brand's GPS to loyalty and advocacy. Don’t assume a customer journey is a linear path. A top executive management decision is required in order for a customer journey mapping project to be launched. Listen to your customers. Customer Experience.

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Achieving A Single Customer View Through Cross-Channel Data Integration

CX Journey

Image courtesy of dsearls Today''s post is a modified version of a post I originally wrote for Confirmit in March 2013. What steps are you taking to create a single view of the customer so that you can deliver a more-personalized customer experience? How do we achieve that single view of the customer? Don’t worry!

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Report: Lessons in CX Excellence, 2015

Experience Matters

With a client engagement score towering 33 points above the accounting industry average, Crowe Horwath is seeing the pay-off of its efforts to deliver an exceptional client experience. Dell’s CX efforts start with an emphasis on listening to and engaging with customers and employees. Download report for $195.

2015 108
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Business-to-Business Customer Experience Advice Highlights

ClearAction

Business-to-Business Customer Experience Advice Highlights. Business-to-business customer experience management has certain complexities and advantages that need to be well understood by practitioners and vendors alike. Business-to-Business Customer Experience. Advice This Past Year. Highlights.

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Top 150 Global Customer Experience Thought Leaders and Influencers of 2020

SurveySensum

With over 20 years’ of extensive work experience across the Big 4 Assurance & Consulting Companies, plus Two Major Telecom companies in Indonesia, Rudy Dalimunthe is currently working with Indonesia’s #1 E-Commerce company, Tokopedia. Kia Abbott – CCXP and Customer Experience Manager at Cape Union Mart Group.

2020 132
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Top 50 Customer Service Leaders – Best Customer Experience Influencers

Storyminers

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

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Top 50 Customer Service Leaders – Best Customer Experience Influencers

Storyminers

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.