While research has proven that a focus on improving customer experience directly impacts the bottom line, achieving the organizational and cultural change required to become fully customer-centric is not an easy process. It is critical to get all key departments aligned on your customer experience …
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 …
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.
Customer Experience as a holistic enterprise is not easy to measure. Don’t make the mistake of thinking your digital metrics are telling the whole story.
Yep, we’ve been at this a while. It was hard to boil these down to just 10, but we think these are the most important insights to emerge from over 100 client engagements.
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. …
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.
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