2015 Customer Journey Mapping Innovation Leadership 
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 Customer Convenience Considerations (Before You Change Anything!). Before you start innovating, remember what customers want, and how to deliver it on their terms!
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. Michael Perman , Dean of Innovation from Gap, Inc. discussed how challenging it is to think of innovation in positive terms. A future state journey map is a helpful tool.
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SuiteCX
MARCH 31, 2015
CEM/CJM Governance is a process focused on managing the quality, consistency, usability, security, and availability of your overall CEM strategy as well as for the building blocks such as VOC/VOE/Journey Maps and CEM Dashboards. Governance in Customer Journey Mapping. No common tools or process.
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. EMC Corporation.
Experience Investigators by 360Connext
DECEMBER 11, 2014
If leadership isn’t willing to continuously examine and innovate around the customer experience, the business is already doomed. 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.
SuiteCX
JANUARY 19, 2015
10 Key Insights from 15 Years of Customer Journey Mapping Case Studies January, 2015. Know yourself well • You need full buy-‐in from all global and regional leadership regarding the scope of both Dme and financial investment; there needs to be significant socializaDon and visibility by execuDve leadership.
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.
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