TechSee

AUGUST 14, 2023

Adrian Swinscoe, Customer experience advisor, author, speaker Adrian is a huge fan of organizations that do great things for their customers and has been helping many achieve their own level of greatness for over 25 years via consulting, writing, speaking workshops, and advisory work.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

SmartKarrot

MAY 6, 2022

From a bird’s eye view, the customer journey is a simple, transactional journey happening between a seller and a buyer. However, a deeper dive into the ocean of customer journey brings you face-to-face with the complexities associated. Rather, it is a journey from A to Z with several touchpoints in between.

Customer Journey Mapping 10

Customer Journey Mapping Customer Journey Touchpoint B2B 10

Magellan Solutions

JULY 11, 2023

Best Practices for Enhancing Customer Experience through BPO Enhancing the customer experience through BPO is essential to ensuring loyalty and satisfaction. By adopting customer experience outsourcing strategies, businesses can create extraordinary customer journeys.

Customer Experience 75

Customer Experience Net Promoter Score E-support Customer Satisfaction 75

Experience Matters

JANUARY 6, 2015

Given the value of customer insights, many firms will invest in major renovations to these efforts this year. Customer Journey Deliberations. You can’t read very much about CX without running into something about customer journey mapping. 4) What will the customer do right afterwards?

2015 132

2015 Customer Journey Mapping Contact Center 2014 132

Customer Guru

AUGUST 8, 2018

Customer experience (CX) is the relationship of a customer with a business at all touchpoints during the period of the customer journey. It is widely said that customer experience is the next battleground for organizations. He is a highly influential freelance customer experience consultant and a CCXP.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Experience Professionals 130

Retently

APRIL 5, 2024

Retailers leverage AI technology, such as chatbots and predictive analytics, to enhance customer experiences by providing immediate assistance and personalization. Both online and in-store experiences offer distinct advantages and can complement each other to provide a holistic and satisfying customer journey. The result?

Retail 78

Retail Engagement Customer Experience Loyalty Programs 78

Comm100

DECEMBER 19, 2017

Customers are smarter than before, and most of them already know your products and services intimately, based on online research or referrals, before making a purchase. These enlightened customers demand a certain quality of interaction and service from your company. Identifying gaps in the customer experience.

Customer Experience 114

Customer Experience Download Workshop Metrics 114

Kerry Bodine

OCTOBER 13, 2016

You might observe your customers filling out your loan application paperwork at their kitchen tables. Or you might conduct a journey mapping workshop to see how that loan application fits into a larger financial process, like buying a home. For example, you might run some usability tests on your desktop and mobile sites.

Workshop 66

Workshop Customer Journey Mapping 2016 Financial 66

Wootric

FEBRUARY 14, 2019

Why we love Amy: She’s head of Customer Advocacy at MindTouch. She was tapped to look after the customer experience as a whole as company growth accelerated. Her She is a customer journey expert whose analysis of customer feedback at key touchpoints has led to product and service enhancements that have delighted customers.

Workshop 67

Workshop Consulting Customer Experience Professionals Books 67

Kerry Bodine

OCTOBER 13, 2016

You might observe your customers filling out your loan application paperwork at their kitchen tables. Or you might conduct a journey mapping workshop to see how that loan application fits into a larger financial process, like buying a home. For example, you might run some usability tests on your desktop and mobile sites.

Workshop 48

Workshop Customer Journey Mapping 2016 Financial 48

Kerry Bodine

JULY 11, 2017

Half an hour after the first round of introductions and ice breakers, our customer journey mapping workshop was in full swing. We make assumptions about what customers really think—like I did when I assumed that the email about an upcoming sale qualified as “most useful.”. It’s to challenge those assumptions.

Customer Insights 79

Customer Insights Insights Workshop Customer Journey Mapping 79

Think Customers

JUNE 16, 2022

Today’s consumers expect seamless, consistent, proactive, predictive, and dependable interactions – within and across every interaction channel, platform, and business function throughout the entire customer journey. So, how can brands embrace the Total Experience? The right partner can help.

E Commerce 52

E Commerce Telecommunications Touchpoint Brands 52

Calabrio

MAY 10, 2019

This is a great event to learn about the latest and greatest research and insights on customer experience strategy straight from Gartner’s experts including: operationalising the voice of the customer, analytics best practices to improve customer retention and gaining value through customer journey mapping.

2019 40

2019 Technology Insights Customer Experience 40

ProProfs Chat

DECEMBER 23, 2019

Take a look at this example of the perfect customer centric innovation: Example: As one of the world’s largest logistics companies, DHL has long since known the impact of innovating products and handles the challenges of improving the efficiency of their supply chain and logistics processes with the assistance of their customers.

Customer Centricity 96

Customer Centricity Customer Journey Mapping Customers Culture 96

ClearAction

AUGUST 6, 2019

Customer Journey Insights Increase Marketing Impact Lynn Hunsaker. Customer journey insights are vastly under-utilized. Companies that are reaping full value are using customer experience insights to align their whole business to customers’ expectations. Customer-Focused Mindset.

Customer Journey 48

Customer Journey Insights Customer Journey Mapping Marketing 48

CX Journey

JULY 21, 2016

For the second part of this two-part series on insight generation for product development, I return to that "brown paper" exercise. You may recall that I’d advised bringing together representatives from across your business to run an interactive workshop. That acts as a framework on the brown paper.

Insights 38

Insights Workshop Document Financial 38

Forrester's Customer Insights

OCTOBER 10, 2018

As my colleague Lori Wizdo expertly explains: It is the job of marketing to guide the buyer through the buying journey. Becoming a journey marketer is essential in this digital age. Lori can help you get there – check out her workshop at […].

B2B 48

B2B Workshop Marketing Customer Journey Mapping 48

Clarabridge

OCTOBER 8, 2015

Your company likely has a goal of delivering a consistent customer experience throughout all stages of the journey. To pave the way for a promotion, make sure you’re efforts are contributing to that goal by helping the business understand the complete customer journey. Smash silos and work cross-functionally.

Feedback 63

Feedback Net Promoter Score NPS Workshop 63

Retently

MARCH 18, 2024

By identifying patterns in customer responses, companies can spot specific areas lacking attention. Moreover, customer pain points can be pinpointed by analyzing recurring themes in survey responses, which helps improve the customer journey. Encourage a culture where customer insights are valued and explored.

Customer Service 139

Customer Service Net Promoter Score Customer Service Representative NPS 139

Gainsight

NOVEMBER 18, 2019

Post-it notes are everywhere, laying out our customer journey map. The journey map ends up sitting on a SharePoint somewhere, unshared and unused. The reality is, B2B customer journey mapping is uniquely tough. We have so many silos touching the customer. Should we have included Marketing in our workshop?”.

B2B 9

B2B Customer Journey Mapping Touchpoint NPS 9

ClearAction

FEBRUARY 26, 2015

How actionable are your customer journey maps? One of the appeals of journey maps is they look sexy. Yet I've noticed that many customer journey maps aren't really designed to get full mileage from them. Customer journey maps are a means to an end, not an end in themselves.

Customer Journey Mapping 109

Customer Journey Mapping Customer Experience Workshop Customer Journey 109

SurveySensum

JULY 14, 2020

Head of Customer Experience for UL EHS, Co-Founder of CX Accelerator, and CEO of Officium Labs, Nate Brown is an ICMI Top 50 Thought Leader. He is a Customer Experience Blogger and Speaker and offers expertise in customer journey mapping, a voice of the customer programs, survey process and analysis, employee engagement, and others.

2020 132

2020 Customer Experience Magazine Consulting 132

Kerry Bodine

JANUARY 27, 2018

Number 9: How “T-Rex Arms” Help Uncover Rich Customer Insights. In it, she describes how a simple thought experiment—yes, imagining herself as a T-Rex—helps her facilitate amazing workshops with our clients and their customers. Read this post to up your own workshop facilitation game. (T-Rex

2017 0

2017 Customer Journey Mapping Customer Experience Workshop 0

ClearAction

JULY 23, 2023

Reference, loyalty and experiential marketing managers have programs underway to collect case studies and references, drive repeat purchases, and engage customers in advocating your brand. They may have customer stories useful for customer journey maps. perceptions and experiences) and how they can help close that gap.

Government 62

Government B2B Customer Experience Customers 62

Storyminers

JULY 6, 2020

Annette was named one of “The 100 Most Influential Tech Women on Twitter” by Business Insider and is regularly recognized by companies around the world as a top influencer in Customer Experience. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

Annette was named one of “The 100 Most Influential Tech Women on Twitter” by Business Insider and is regularly recognized by companies around the world as a top influencer in Customer Experience. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

SurveySparrow

JULY 5, 2022

Results in lesser risks: While taking risks is not inherently bad when you invest in experience design, you will be able to minimize the uncertainty as a lot of the suggestions come directly from the customers. The customer insights you gather from your experience design strategy is based on real-world experiments. Prototyping.

User Experience 52

User Experience Travel Apparel Technology 52

ClearAction

JUNE 22, 2017

B2B Customer Journey Maps: New Wisdom Lynn Hunsaker. Business-to-business customer experience managers have some advantages: mountains of customer comments on-hand, account managers who practically live with their customer contacts, and executives who want to see substantive improvements in customer experience.

Customer Journey Mapping 73

Customer Journey Mapping B2B Customer Journey Workshop 73

Kerry Bodine

OCTOBER 4, 2016

Qualitative data is the output of research methods like interviews, observations, diary studies, focus groups, co-creation, collaging, and journey mapping workshops —and it needs some kind of subjective interpretation. Qualitative Research.

Workshop 69

Workshop Customer Journey Mapping Social Media 2016 69

Kerry Bodine

OCTOBER 4, 2016

Qualitative data is the output of research methods like interviews, observations, diary studies, focus groups, co-creation, collaging, and journey mapping workshops —and it needs some kind of subjective interpretation. Qualitative Research.

Workshop 48

Workshop Customer Journey Mapping Social Media 2016 48