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. The same is true with customer journey maps.

Customer Journey Mapping 88

Customer Journey Mapping Customer Journey Government Touchpoint 88

MyCustomer

JANUARY 25, 2024

Colin Shaw discusses how a sophisticated customer journey map can provide the insight needed to understand how the customer thinks and feels.

Customer Change 81

Customer Change Customer Journey Mapping Customer Journey Customers 81

Education Services Group

MAY 23, 2022

Harvard Business Review explains the issues that can arise when the two roles are confused: “[CSMs] straddle the gap between service and sales, between company interest and customer interest, and between product expertise and customer insight. 5 things to remember for your customers. Change is hard (in a different way).

Customer Success 52

Customer Success Sales Customer Satisfaction Management 52

Pointillist

JUNE 7, 2021

Pointillist surveyed over 1,150 CX, marketing, analytics and customer care professionals from various industries across the world to identify best practices, approaches, benchmarks and tactics used by top performing organizations. Journey Management Maturity Separates CX Leaders from the Pack. In fact, high performers are: 1.6

Measurement 71

Measurement 2021 Management Omnichannel 71

Qualtrics

FEBRUARY 21, 2020

Since implementation, the company has seen a 91% classification accuracy rate and a significant decline in call time, transfer rate, and negative customer sentiment. 2) Share insights across the organization. 3) Rapidly adapt to changing needs and expectations.

Banking 36

Banking Customer Experience Contact Center Customer Journey Mapping 36