Horizon CX

APRIL 1, 2024

These characteristics may include: Customer-centric culture: The organization has a culture that is obsessed with the customer and focused on meeting their needs. Customer journey mapping: The organization has a deep understanding of the customer journey and the touchpoints at which customers interact with the brand.

Customer Journey Mapping 52

Customer Journey Mapping Touchpoint Customer Centricity Customer Journey 52

Experience Matters

JANUARY 20, 2015

We just published a Temkin Group report, Lessons in CX Excellence, 2015. 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

Experience Investigators by 360Connext

MARCH 24, 2015

There were sessions on co-creating with customers, social media, and customer journey mapping. Mike Zarin (@zarin) March 24, 2015. Gina Bhalwalkar , User Experience & Accessibility at Scottrade, led a workshop on Future State Customer Journey Mapping. So many answers!

Insights 236

Insights Customer Experience Customer Journey Mapping 2015 236

CX Journey

NOVEMBER 17, 2015

Image courtesy of Alan Tunnicliffe Today's post is a modified version of a post I originally published on Touchpoint Dashboard's blog on June 15, 2015. You’ve got buy-in and commitment … all the right people in your company are on board to map your customers’ journeys.

Workshop 83

Workshop Customer Journey Mapping Customer Journey Touchpoint 83

Strativity

NOVEMBER 3, 2015

Within days of its acquisition by Strativity Group, Touchpoint Dashboard releases new features to transform maps from static to dynamic documents. Touchpoint Dashboard, the leading customer journey mapping platform announces the release of a new task management feature free to all multiple license clients.

Customer Journey Mapping 40

Customer Journey Mapping Touchpoint Customer Journey Management 40

Customer Bliss

JULY 26, 2016

Named a 2015 Customer Champion by 1to1 Media, Renee Cacchillo is the Senior Vice President, Customer, Brand and Technology for Safelite ® Group, a leader in vehicle glass and claims management services. . ” Operational performance and people performance can be aligned better via this type of customer journey mapping.

Customer Journey Mapping 146

Customer Journey Mapping Customer Experience Chief Customer Officer Culture 146

Customer Bliss

NOVEMBER 3, 2016

We talked a lot about creating a customer room — they call it a CPX studio — which can be a really valuable tool for customer analysis. ” Basically, this is the major benefit of a customer room: it will become a tangible depiction of your customers’ journey with you.

Chief Customer Officer 170

Chief Customer Officer 2015 Customer Journey Mapping ROI 170

Strativity

MARCH 17, 2015

Exploring the deployment of improved customer support tools, including upgraded self-service options and solutions to build an effective knowledge foundation. The post Strativity’s Lior Arussy Delivers Keynote at 2015 Connected Consumer Conference appeared first on Strativity.

2015 40

2015 Connections Consumers Customer Journey Mapping 40

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 Investigators by 360Connext

DECEMBER 11, 2014

Customer experience is seen as a project, not a way of business. Customer experience projects are great, as long as they are part of a bigger organizational mission. Creating an ideal customer journey map or sending out a survey is not enough to create a winning customer experience.

Customer Experience 272

Customer Experience Customer Journey Mapping Leadership Airlines 272

Customer Interactions

JULY 7, 2015

It's 2015 and the stakes are high. Gartner believes that by 2016, companies will compete primarily on the customer experiences they deliver and success, this week’s authors claim, is in the details.

2015 28

2015 Customer Journey Mapping 2016 Customer Journey 28

ShepHyken

SEPTEMBER 25, 2018

Journey mapping allows you to visually represent the experience the customer has throughout the entire process of doing business with you. It can help your management, the people working for your organization and even your customers. In 2015, he published the award-winning book Nice Guys Finish First.

Customer Journey Mapping 92

Customer Journey Mapping Customer Journey 2015 Books 92

Strativity

OCTOBER 31, 2014

Visit our new landing pages that offer inspiring and informative content about customer experience, employee engagement, cultural transformation and more! . Coming February 2015 . Date: February 3-4, 2015. Next Generation Customer Journey Mapping – Actionable, Results-Driving Tools . In brief: .

Customer Journey Mapping 52

Customer Journey Mapping 2014 2015 Presentation 52

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

COPC

AUGUST 10, 2016

will be hosting a Customer Journey Mapping Workshop –. will lead a discussion on the what, why, and how of customer journey mapping. Brenstein will lead a wider group discussion about customer journey mapping, delivering on brand promise and improving the customer experience.

Events 40

Events Customer Journey Mapping Workshop Hotels 40

Experience Matters

DECEMBER 15, 2015

In my post last year I named 2015 “ The Year of Employee.” In the upcoming year, CX will continue to grow in importance for companies and an even larger number of organizations will begin their CX journeys. See the 2015 Temkin Effort Ratings. Customer Journey Designing. Effort Metric Expanding.

2016 91

2016 Customer Experience Customer Connectedness 2015 91

Strativity

FEBRUARY 14, 2018

Touchpoint Dashboard completely transforms customer journey mapping to Journey Management – from static wall posters to dynamic documents with action planning”. In Peter’s words “We recognised that many CX professionals needed a software tool that overcame the inadequacies of post-it notes adhered to wall posters.

Customer Journey Mapping 40

Customer Journey Mapping Touchpoint Customer Journey 2015 40

Beyond Philosophy

DECEMBER 4, 2014

From senior executives on down the chain, every employee needs to believe that how you collect bills to label shipments to transferring calls affect the emotional Customer experience. Creation of a detailed Customer Journey Map that includes the emotions of the Customer at each moment.

Customer Focused 153

Customer Focused Customer Centricity Customer Journey Mapping 2015 153

SuiteCX

SEPTEMBER 25, 2015

Customer Experience: Getting past the Barriers to Success. suitecx ©2015, suitecx Inc. Companies should take a step-‐by-‐step approach, starting with Customer Journey Mapping and data-‐ driven assessments around CX maturity.” suitecx ©2015, suitecx Inc. What are some of the barriers?

Customer Experience 40

Customer Experience Customer Journey Mapping 2015 Leadership 40

Customer Bliss

APRIL 18, 2017

Under her predecessors, there had been customer journey mapping and proactive driving. It also helps that customer feedback and customer experience are tied to executive bonuses, as well as being listed as a growth strategy internally. But two years into the process, it felt like momentum had been lost.

Chief Customer Officer 118

Chief Customer Officer B2B Leadership B2C 118

Customer Interactions

JULY 7, 2015

One of the best tools to improve customer experience is customer journey maps. These maps identify traces of interactions and experiences left by your customers while dealing with your products and services, and can be of immense help in pinpointing pain areas.

2015 28

2015 Customer Journey Mapping Culture Customer Journey 28

Customer Interactions

JULY 7, 2015

Customer Journey maps are one of the best tools available for effectively managing CX programs, which begin and end with deep understanding of customers’ needs and wants. Since VOC plays a major role in contributing to journey maps, companies must always be in the lookout for direct and indirect customer feedback.

2015 28

2015 Customer Journey Mapping Customer Journey Loyalty 28

CX Journey

AUGUST 13, 2015

Image courtesy of Culture Republic Today's post is a modified version of a post I originally published on Touchpoint Dashboard's blog on March 9, 2015. Creating a customer journey map is an important first step when it comes to your customer experience transformation.

Touchpoint 74

Touchpoint Customer Journey Mapping Effort Score 2015 74

Strativity

JUNE 16, 2015

. . June 2015 News & Insights. . . Free Journey Mapping Webinar . Many companies show interest in creating a map detailing their customers’ journey and subsequently create one , but then do nothing with it. Customer journey maps are a tool. June 18-19, 2015.

2015 40

2015 CEM Customer Journey Mapping Webinar 40

Maz Iqbal

DECEMBER 30, 2014

It is the time of the year that many are pushing out their predictions for 2015. The future is unborn and how you/i/we show up and operate in this world will shape how 2015 turns out. 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 University

MARCH 29, 2018

Unlike the coercive strategies companies used a decade ago to lock in customers (think cellular service contracts), cutting-edge journeys succeed because they create new value for customers: Customers stay engaged because they benefit from the journey itself.” Customer Journey Mapping Eradicates Silos in Banking.

Customer Experience 86

Customer Experience Touchpoint 2016 Banking 86

Strativity

JULY 14, 2015

Take a look at our July Newsletter featuring some Monday motivation, workshops of Customer Journey Management, and a case study on Mercedes-Benz’s Customer Experience Transformation. Openness and flexibility are what allow you to create experiences that are intimate and suitable to your customers.”

Customer Journey Mapping 40

Customer Journey Mapping Workshop 2015 Webinar 40

Customer Alignment

APRIL 25, 2017

“If I’d only known that being nice to customers was going to be so good for my business, I would have done it years ago.” So said Michael O’Leary, Ryanair’s CEO as profits jumped 66% in October 2015 following the implementation of a number of customer-led initiatives. Are we going to say sorry for our lack of customer service?

Customer Experience 40

Customer Experience Leadership 2015 Customer Journey Mapping 40

Lumoa

APRIL 1, 2020

Surely, a customer-focused team would be best to handle a customer-facing metric aggregation. However, larger, more established companies have proven that a customer insight strategy is best implemented cross-functionally. Take, for example, Unilever, which in 2015 generated $60 billion in revenue with a sales growth of 4.1%.

Customer Insights 83

Customer Insights Insights Customer Journey Mapping Net Promoter Score 83

Ecrion

MAY 17, 2019

Self-Service is Now Standard Customers would rather reference your company’s website or interact with an online assistant than call you with a question. In 2015, that number jumped to 81% and continues to rise. With customer journey mapping , you can track your customers as they interact with your enterprise.

Customer Experience 64

Customer Experience E Commerce E-support Customer Journey Mapping 64

COPC

APRIL 14, 2016

Judi is providing an in-depth exploration of the findings from the 2015 Customer Experience Management Benchmark (CXMB) Survey — a joint venture between COPC Inc. She will be discussing insights about the customer experience from both consumer and corporate perspectives. IARE 2016 SYMPOSIUM at Hyatt Place Phoenix .

Events 40

Events Seminar Workshop Customer Journey Mapping 40

CX Journey

OCTOBER 1, 2015

Image courtesy of zert.sonstige_2008 Today's post is a modified version of a post I originally published on Touchpoint Dashboard's blog on April 15, 2015. It’s also - rather, especially - true for your customer experience transformation efforts. This is where customer journey mapping plays a huge role.

Touchpoint 68

Touchpoint Customer Journey Mapping 2015 Employee Experience 68

CX Workout - Ideas Blog

JUNE 16, 2016

You don’t want a map that is a snapshot, continually getting more out of date by the day. You don’t want to see a July 2015 map today, you want an up to date map, one aligned with real actionable information is even better. Beginning the work to see things from the outside-in is incredibly valuable.

Customer Journey Mapping 40

Customer Journey Mapping Touchpoint 2015 Document 40

ijgolding

OCTOBER 3, 2016

What is fascinating about the questions I am asked, is that more often than not, most organisations have started their journey to becoming Customer Centric. Starting an organisations Customer Experience transformation is hard – something I have written about in the past.

Customer Centricity 105

Customer Centricity Customer Experience Chief Customer Officer Customer Journey 105

CX Workout - Ideas Blog

JUNE 16, 2016

You don’t want a map that is a snapshot, continually getting more out of date by the day. You don’t want to see a July 2015 map today, you want an up to date map, one aligned with real actionable information is even better. The post Why a static journey map isn’t the answer appeared first on CX Workout.

Customer Journey Mapping 40

Customer Journey Mapping Touchpoint 2015 Document 40

CX Workout - Ideas Blog

JUNE 16, 2016

You don’t want a map that is a snapshot, continually getting more out of date by the day. You don’t want to see a July 2015 map today, you want an up to date map, one aligned with real actionable information is even better. The post Why a static journey map isn’t the answer appeared first on CX Workout.

Customer Journey Mapping 40

Customer Journey Mapping Touchpoint 2015 Document 40

Experience Investigators by 360Connext

DECEMBER 29, 2014

Leaders of all types of organizations began to walk the talk around improving their customer experience. Are you ready to make 2015 even better? 5 Spectacular Ways to Create the Worst Customer Experience. Studies show that 89% of customers will shop with a competitor after a bad customer experience.

2015 300

2015 Customer Experience Customer Journey Mapping Touchpoint 300