Articles
Tag: customer journey maps
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CX Decoded Podcast: Why Customer Journey Mapping Is a Verb, Not a Noun
CX Decoded Podcast caught up with customer experience expert Jeannie Walters to discuss the importance and challenges of journey mapping.
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MParticle Acquires Indicative, Conductor Hires New CFO and More CX News
This week's CX and marketing Newsbyte contains an acquisition from CDP vendor, Mparticle, a new CFO at Conductor and more news.
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3 Ways to Center Your Business Around Customer Experience
For customers, the experience your brand offers is just as important as the product.
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Getting the Most From Your Customer Journey Maps
A customer journey map looks at all of the interactions that a customer has as they progress through their journey across all of the brand’s channels.
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Define Customer Journeys by Finding Micro Moments That Matter Most
Customer journeys are all about defining the moments that matter most. One CX team shares their thoughts on this practice.
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From Discovery to Action: How Do You Operationalize Customer Journey Maps?
Instead of mapping your customer journey and then figuring out what to do with it, begin the mapping process with specific operational goals in mind.
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Future-Proof Your Customer Journey Maps With These 4 Techniques
Map one buyer persona at a time, develop personas based on real data and other tips to make sure your customer journey maps stand the test of time.
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Time to Burn the Customer Journey Map: Channels Don’t Matter Anymore
A decade ago, I was privileged to be on the team that launched the first real customer journey builder user interface. It was one hell of a project and we realized we were introducing a new way to define a trigger-based campaign.
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A CEO's Guide to Navigating Customer Expectations
B2B companies are waking up to the fact that success demands consistently delivering on customer expectations over the relationship’s lifetime. A recent IBM study found that CEOs are worried that their management teams don’t fully understand the expectations of prospects and customers, or how to operationalize their customer experience strategy
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Forrester: Get Creative with Your Personas, Customer Maps
The customer is the center of attention these days, like a child at his birthday party — so many options! To understand the customer’s choices and temptations, marketers utilize personas and journey maps, and a new Forrester report is out with some of the most creative ways to utilize them.
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Understanding and Implementing the Customer Journey [Infographic]
This month we’re learning to understand and implement the customer journey. Already, we’ve learned so much about what the customer journey is and why it’s important to designing the perfect customer experience. click to enlarge What is the Customer Journey? Before we can begin to discuss the customer
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Use Customer Journey Maps to Combat Self-Centeredness
Let me start with a basic reality of life: people are self-centered. We all are. Everyone has their own frame of reference, which heavily influences what they do and how they do it.
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Forrester Predicts Customer Experience Advancement for Serious Players
Customer experience will see some significant gains in 2013, but, according to a new report from Forrester, those gains will be primarily achieved by a small group of enterprises that have seriously dedicated themselves to the field.
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