Michelli Experience

SEPTEMBER 4, 2018

This the third in what I am planning to be a four-part series on service design, persona-based customer journey mapping, activating customer journey maps, and optimal future experience visioning. I also assume that before you published your map, you would want it validated against GPS or other means.

Customer Journey Mapping 88

Customer Journey Mapping Customer Journey Government Touchpoint 88

Qualtrics

FEBRUARY 21, 2020

To understand the current state of customer experience more broadly, the Qualtrics XM Institute (XMI) conducted a large-scale consumer benchmark study that asked 10,000 U.S. consumers to rate their interactions with 294 organizations across 20 industries, including banking. Losing business because of poor experiences.

Banking 36

Banking Customer Experience Contact Center Customer Journey Mapping 36

Pointillist

JUNE 7, 2021

These approaches enable organizations to measure journeys and quantify the impact of customer behavior on business outcomes, as well as optimize CX by ensuring that every interaction reflects each individual customer’s overall experience. Top organizations are 5.9X CJXM21 Click To Tweet. Top performers are 3.9

Measurement 71

Measurement 2021 Management Omnichannel 71