Let’s streamline your customer journey mapping tool search and prime your organization for success. It’s time to explore the essential areas to consider so you can meet your needs now and in the future.

Are Customer Journey Maps Really Necessary? My client had just returned from a presentation to her executive committee. She was defeated, and realized she made a misstep in trying to get resources for a customer journey mapping initiative. The C-Suite heard her desire to understand customers better, but they couldn’t see HOW that exercise would […]

To learn more about the challenges CX teams are facing and how leaders are driving their programs forward, I spoke with four change makers at the show who offered an inside look at their successes.

Your relationship with customers is built one step at a time. Every interaction they have with your organization leaves an impression — and you want it to be a good one! ‘Touchpoints’ have been a hot topic for marketing, sales, and customer experience teams for decades. And for good reason! Each customer journey touchpoint is […]

This episode is dedicated to unraveling the complexities of customer loyalty programs that can enhance or hinder the customer experience.

Ever felt like you’re walking a tightrope trying to satisfy high-maintenance clients while keeping your team’s spirits high? You’re not alone, and in this episode, we’re tackling that very challenge.

We navigate the complexities of integrating operational data into journey maps, ensuring you walk away equipped to craft insightful paths without data overload.

The past few years brought remarkable change to how organizations can — and should — fulfill their customer needs. Today’s customers expect highly personalized experiences, but they are also concerned about how organizations use their data. They engage with brands in more places than ever, spanning in-store, online, and offline channels. And artificial intelligence (AI) […]

Certified Customer Experience Professional (CCXP) Jeannie Walters outlines foundational skills in key CX areas, like how to: identify your organization’s strategic vision for your customers; leverage tools, best practices, and techniques to deliver on your CX vision; achieve competitive advantage with superior customer experience.

❔After we create a customer journey map, what’s the next step? How should we use it?❔ When we are talking about customer journey maps, we are talking about everything from the customer’s point of view – not process maps or journeys by org chart. Journey mapping can enlighten you, shift your perspective and motivate you […]