Customer Experience: Getting Past the Barriers to Success

Developing a comprehensive Customer Experience (CX) strategy is more difficult than you might expect, and there is a lot of noise in the marketplace as to how to do it right.  However, despite the massive amounts of talk, there are not a lot of intelligent …

Governance in Customer Journey Mapping

CEM/CJM Governance is a process focused on managing the quality, consistency, usability, security, and availability of your overall CEM strategy as well as for the building blocks such as VOC/VOE/Journey Maps and CEM Dashboards.

FAQs About Customer Experience Mapping: A Briefing

Over the years we have been asked a lot of questions around customer experience and journey  mapping.  Some of them address what are the triggers and reasons  for  mapping, others speak to how do we plan for it and what do we expect to see.  …

Best Practices in Customer Journey Mapping

Journey mapping has become an essential tool to every customer experience program.  This document highlights some best practices to take into consideration before undertaking a journey mapping exercise.