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 Journey Mapping 40

Customer Journey Mapping Customer Journey Insights 2014 40

Strativity

DECEMBER 15, 2014

Report addresses key factors companies should consider when choosing a consultancy to assist with redesigning the customer journey. Hackensack, NJ (PRWEB) December 16, 2014. report, Getting Help with Customer Journey Maps. For more information, visit [link].

Customer Journey Mapping 40

Customer Journey Mapping Customer Journey 2014 Consulting 40

Experience Investigators by 360Connext

DECEMBER 29, 2014

We had a great 2014 but more importantly, customers did, too! Leaders of all types of organizations began to walk the talk around improving their customer experience. We know they craved information which helped them take action and get results, and that’s what our blog is all about. Are you ready to make 2015 even better?

2015 300

2015 Customer Experience Customer Journey Mapping Touchpoint 300

Experience Investigators by 360Connext

MARCH 24, 2015

I’m speaking at the Next Generation Customer Experience conference in San Diego this week, but today I got to be an attendee and participate in some great conversations about customer experience. There were sessions on co-creating with customers, social media, and customer journey mapping. So many answers!

Insights 236

Insights Customer Experience Customer Journey Mapping 2015 236

Maz Iqbal

OCTOBER 16, 2014

Today’s conversation completes this four part series ( part 1 , part 2 , part 3 ) centred on Nunwood ‘s 2014 UK Analysis report. What Does It Take To Excel At The Customer Experience Game? Customer experience motivates the employee experience. In this conversation I want to talk about CX improvement.

2014 73

2014 Customer Philosophy Customer Experience Customer Journey Mapping 73

Experience Matters

JANUARY 6, 2015

In my post last year, I named 2014 “ The Year of Empathy.” We’ve recently seen a surge in the number of companies looking to build more customer-centric cultures and train their people on CX. Voice of the employee efforts are becoming an integral component of modern voice of the customer programs. Customer Journey Deliberations.

2015 132

2015 Customer Journey Mapping Contact Center 2014 132

Experience Matters

APRIL 24, 2015

Seven Steps for Developing Customer Journey Maps (April 2013). Customer journey mapping has become a very popular CX tool, and also a hot topic on this blog. If you are interested in customer journey mapping, then you definitely need to read this post: Five Questions That Drive Customer Journey Thinking.

Net Promoter Score 106

Net Promoter Score Customer Journey Mapping 2013 2009 106

Experience Matters

DECEMBER 31, 2015

It’s a pleasure and an honor to be a part of your customer experience efforts, and I look forward to helping you drive even more success next year. Before we move on to 2016, here are the 15 most-read posts from 2015: Seven Steps for Developing Customer Journey Maps. Free eBook: The 6 Laws Of Customer Experience.

2015 75

2015 Net Promoter Score 2014 Customer Journey Mapping 75

Kerry Bodine

OCTOBER 20, 2016

This journey map for the Exploratorium , a science museum in San Francisco, is one of my favorites. That’s because the folks at the former design agency Adaptive Path (which was acquired by Capital One back in 2014) did a great job of highlighting two key things: 1) The entirety of the customer experience.

Customer Journey 48

Customer Journey Customer Journey Mapping Workshop Transportation 48

Kerry Bodine

DECEMBER 30, 2020

Number 9: 5 Steps To Mapping The Customer Journey. Over the past several years, we’ve refined our approach to journey mapping. Consider this your high-level roadmap for developing journey maps and using them to drive action. Number 8: The Customer Journey DOES NOT EQUAL The Customer Lifecycle.

2020 90

2020 Customer Experience Customer Journey Customer Journey Mapping 90

CX Journey

DECEMBER 30, 2014

Image courtesy of ilya vinogradov How much progress did you make with regards to improving the employee experience and the customer experience this year? Did you stick with all of your CX resolutions for 2014? As we wrap up 2014 and say "Cheers" to another year, I thought it would be fun to take a look back on the year.

2014 66

2014 Customer Experience 2015 Touchpoint 66

Kerry Bodine

JANUARY 11, 2019

Number 10: The Customer Journey DOES NOT EQUAL The Customer Lifecycle. A customer journey is related to , but is not the same thing as, a customer lifecycle. The two main differences: 1) Customer journeys align with your customers’ goals or tasks — lifecycles don’t.

2018 76

2018 Customer Experience Customer Journey Mapping Customer Journey 76

Strativity

OCTOBER 31, 2014

October 2014 News & Insights. Visit our new landing pages that offer inspiring and informative content about customer experience, employee engagement, cultural transformation and more! . Sign up to watch Lior Arussy’s presentation from The Conference Board’s 2014 Change Management Conference. November 17, 2014.

Customer Journey Mapping 52

Customer Journey Mapping 2014 2015 Presentation 52

Experience Matters

JANUARY 20, 2015

The report provides insights from 8 finalists in the Temkin Group’s 2014 CX Excellence Awards. This report has rich insights about both B2B and B2C customer experience. Here’s the executive summary: This year, we chose eight organizations as finalists for Temkin Group’s 2014 Customer Experience Excellence Award.

2015 108

2015 Customer Connectedness Net Promoter Score 2014 108

Kerry Bodine

JANUARY 27, 2018

Read this post to learn how to select (or create) personas for your journey mapping efforts. Number 6: 10 Steps To Mapping Your Current Customer Journey. Of the four types of customer journey maps (see post #1 below), the current-state map is the most ubiquitous.

2017 0

2017 Customer Journey Mapping Customer Experience Workshop 0

Retently

MAY 9, 2024

Customers are people who ultimately want to talk to other people when they have issues, suggestions and questions. FAQs and an automated chat system can save time and reduce costs, but can also severely hurt your customer retention rate. As estimated in 2014 , US-based businesses lost $83 billion every year due to bad customer service.

Customer Retention 78

Customer Retention B2B Customers Loyalty Programs 78

Strativity

OCTOBER 28, 2014

Hackensack, NJ (PRWEB) October 28, 2014. Expertly executed Journey Mapping acknowledged as the cornerstone of successful customer experience innovation. Strativity Group, a global customer experience transformation firm, is listed in the October 2014 Forrester Research, Inc.

Customer Journey Mapping 40

Customer Journey Mapping 2014 Workshop Customer Centricity 40

Touchpoint Dashboard

JANUARY 7, 2015

Today’s post is a modification of one that Annette wrote for CX Journey™ on September 23, 2014. What’s the difference between a customer experience lifecycle map and a customer journey map? Blog customer experience Experience Map Journey Map lifecycle map Touchpoint Map'

Customer Journey Mapping 63

Customer Journey Mapping 2014 Touchpoint Customer Journey 63

Touchpoint Dashboard

DECEMBER 24, 2014

Today’s post is by guest blogger Annette Franz; her post is a modification of one that appeared on CX Journey™ on August 1, 2014. Did you know that the most important and most powerful training tool, the one that’s going to help your employees deliver a great customer experience, is a customer journey map?

Customer Journey Mapping 61

Customer Journey Mapping 2014 Employee Experience Customer Journey 61

Kerry Bodine

JANUARY 10, 2019

Number 10: The Customer Journey DOES NOT EQUAL The Customer Lifecycle. A customer journey is related to , but is not the same thing as, a customer lifecycle. The two main differences: 1) Customer journeys align with your customers’ goals or tasks — lifecycles don’t.

2018 48

2018 Customer Experience Customer Journey Mapping Customer Journey 48

CX Journey

AUGUST 1, 2014

It appeared on their blog on April 14, 2014. Can you name one of the most powerful and most important customer experience training tools available to your organization? The most powerful training tool, the one that''s going to help your employees deliver a great customer experience, is a customer journey map.

Customer Journey Mapping 62

Customer Journey Mapping 2014 Touchpoint Customer Centricity 62

Customer Interactions

JULY 7, 2015

As Loie Maxwell, former VP of Creative at Starbucks explains, what a customer experiences as “magic” is actually driven by data and carefully engineered design. We hope you enjoy these articles. Let us know your thoughts by commenting below, or reach out on Twitter: @NICE_Enterprise.

2014 28

2014 Customer Journey Mapping Social Media Customer Journey 28

SuiteCX

FEBRUARY 15, 2016

One of the most compelling reasons to conduct a journey mapping exercise is to get various employee representatives around the room, engaging with one another and finding ways to make positive organizational change. Customer Journey Mapping: Three Ways Journey Mapping Can Drive Employee Engagement.

Engagement 40

Engagement Customer Journey Mapping 2015 Leadership 40

Customer Interactions

JULY 7, 2015

For customer experience professionals, the saying should be, “never presume to understand a customer until you’ve walked a mile in their shoes.” This week’s CX Buzz of the Week is all about customer journey mapping. It’s not enough to ask customers a few questions or make an educated guess about what they want.

2014 28

2014 Customer Journey Mapping Customer Experience Professionals Customer Journey 28

CX Journey

SEPTEMBER 4, 2014

I originally wrote today''s post for InsideCXM , where it was published on April 2, 2014. Do your employees have a clear line of sight to your customers? In this case, the target is the customer and the customer experience. I have modified the post slightly since then. First, what does "line of sight" mean?

Customer Journey Mapping 64

Customer Journey Mapping Culture Touchpoint 2014 64

SuiteCX

MAY 31, 2015

suitecx Offers Industrial-Strength Customer Journey Maps and More. Customer journey mapping is now the buzziest of buzz words. Most custom experience teams have struggled to do this with spreadsheets, graphics programs, or generic flow charts. Process maps and campaign flows are under development.

Customer Journey Mapping 40

Customer Journey Mapping Multi-Channel 2014 Customer Journey 40

Avaya

APRIL 3, 2017

In fact, in 2014, over 40 % of customers were already using up to seven different service channels including live chat, email, social media, SMS and traditional phone. This journey extends across an entire organization, regardless of business line or function. The Entire Organization Contributes to the CX.

Contact Center 57

Contact Center Customer Journey Mapping Customer Journey 2014 57

Customer Guru

APRIL 5, 2018

David has been working with and training Indian, African and multinational businesses in their mission to become customer-centric organizations since 2014. With the help of various design thinking tools, such as customer journey mapping, he has designed behavioural nudges in organizations to help customers save money.

Customer Experience Design 92

Customer Experience Design Customer Experience E Commerce Customer Centricity 92

ijgolding

SEPTEMBER 29, 2015

The 2015 UK Customer Experience Awards was a HUGE event. As I said in 2014, it will not be long before they have to book Wembley Stadium to hold the hundreds and thousands of professionals who want to recognise the efforts of individuals, teams and companies in delivering better Customer Experiences.

2015 104

2015 Customer Experience Customer Experience Professionals 2011 104

CX Journey

JULY 10, 2014

It appeared on their blog on March 17, 2014. and how is it used to deliver a great customer experience? Using tools like customer journey maps, customer feedback maps, and a general data architecture/map can help to bring it all into focus. What is big data? I know it''s not.

Customer Experience 71

Customer Experience Customer Journey Mapping 2014 Voice of Customer 71

ijgolding

OCTOBER 6, 2014

This blog post is written to mark the second global Customer Experience Day on Tuesday 7th October 2014. Join thousands of CX Professionals all over the world in marking the significance of Customer Experience in our lives today! Monday 29th September 2014. Tuesday 30th September 2014. Wednesday 1st October 2014.

Customer Experience Professionals 80

Customer Experience Professionals Workshop Customer Experience 2014 80

Maz Iqbal

DECEMBER 30, 2014

So in this final conversation of 2014, I want to share with you my thoughts on what it takes to become great; greatness necessarily involves effecting significant and substantial change. Or the customer journey mapping? IVR) have they taken you to the heights of sales effectiveness and/or customer service delight?

Leadership 59

Leadership Customer Philosophy 2015 Travel 59

CX Journey

OCTOBER 30, 2014

Image courtesy of jonathankosread I originally wrote today''s blog for MindTouch; it appeared on their blog on June 2, 2014. They are certainly an interesting study of customer understanding! I bet you don''t have to think about that for too long, since Rule #1 in customer experience is "understand the customer."

Customer Journey Mapping 65

Customer Journey Mapping 2014 Customers Blog 65

ProProfs Chat

JUNE 14, 2019

Two-thirds of customers are willing to share personal information with companies–but only in exchange for some perceived value. 34% of companies are implementing “customer journey mapping” into their customer service. In 2017, 35% reported reaching out on social channels, up from 23% in 2014 and 17% in 2012.

2019 90

2019 Customer Service Social Media Poor Customer Service 90

Tricia Morris

AUGUST 21, 2015

Social Customer Service Channels Are on The Rise: According to the latest TSIA member survey, these are the top channels most brands are leveraging for customer support: Twitter (43%), YouTube (39%), Facebook (37%), and LinkedIn (27% – up 10 percent from 2014).

Customer Focused 111

Customer Focused Customer Relationship Management 2015 Events 111

CX Journey

JANUARY 2, 2015

It appeared on their blog on August 21, 2014. At the same time, the knowledge must go beyond listening to really understanding who your customers are and what they are trying to do. Customer Journeys : A customer journey map is the ultimate tool to help connect all employees to how they impact the customer experience.

Culture 61

Culture Customer Journey Mapping 2014 Customer Centricity 61

ChurnZero

MARCH 6, 2020

In 2014, the coffee corporation began offering full tuition coverage for eligible part- and full-time employees (who they refer to as “partners”) to earn their bachelor’s degree. Customer Success Around the Web. Invest in your employees, so they invest in your company—a belief that Starbucks embodies.

Customer Success 69

Customer Success Culture 2025 Webinar 69