When implementing our quality assurance systems, we discovered that customer experience mapping was an exciting side benefit. We mapped out our job and service processes using step-by-step prompts to ...

MaritzCX’s customer journey mapping program is not a process-mapping exercise. “Frequently people think this is process mapping, but that tends to be very internally focused and doesn’t have the view ...

No single tactic will deliver on the ultimate CX vision, it takes the right mix of people and processes or methodologies to deliver a meaningful experience. No single tactic will deliver on the ...

Customer journey mapping is all the rage these days, but this oft-used tool for customer experience improvement frequently leads to a rather disappointing destination. Journey maps are visual ...

You’ve probably heard the term “Customer Experience Map” being touted these days in the business world. So, what is it? A Customer Experience Map is a diagram, or several diagrams, that illustrate the ...

For many companies, the particular products and services they produce are no longer enough to differentiate them from the competition. Differentiation must therefore be derived in some other way. One ...

Touchpoint Dashboard is a web-based touchpoint and customer experience mapping tool allowing you to map and visualize customer journeys and the different touchpoints for any given business model and ...

High performing companies leverage Customer Journey Mapping to plan for and drive customer experience innovation. But how do they do it? During this webcast J.D. Power and Kerry Bodine & Co. cover the ...

The past few years have dramatically changed much of how companies do business. Although many are still sorting out what those lasting impacts might be, it’s clear that a host of customer expectations ...

LONDON--(BUSINESS WIRE)--Quantzig, a leading analytics advisory firm that offers customized customer analytics solutions, has announced the completion of their new article on customer journey mapping.

Ask any business leader and they’ll readily agree that offering personalized, compelling and consistent digital experience is paramount to distinguishing their brand and building sustained growth. Not ...

In a recent SuperOffice study of nearly 2,000 business professionals, 49.5% indicated that their number one priority over the next five years is improving customer experience (CX). Another study ...