CX Journey

NOVEMBER 28, 2018

You Got Your Metrics in My Journey Map! Executives love data and metrics, right? Artifacts, including call recordings, videos, invoices, receipts, pictures, documents, screenshots, etc. You must use feedback, data, and metrics to do that. Image courtesy of Pixabay Are you adding data to your journey maps?

Call Recording 34

Call Recording Effort Score Metrics 2015 34

CX Journey

JULY 7, 2015

The map must include more than just what the customer is doing, thinking, and feeling. In order for it to be actionable, you'll want to include various artifacts , e.g., pictures, invoices, packing slips, receipts, emails, call recordings, etc., as well as touchpoint data, customer data, and customer feedback.

Touchpoint 68

Touchpoint Call Recording 2015 Roadmap 68

GetFeedback

JANUARY 19, 2020

Instead, supplement them with other forms of feedback such as: Text captured in customer emails, web site forms, call center agent notes, chat interactions, or even SMS. Call recordings which, like text, can be analyzed to learn about customer sentiment and issues. Best Metric: CSAT. Best Metric: CSAT.

Touchpoint 365

Touchpoint Customer Journey Measurement Social Media 365