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 ...

In the landscape of user-centered design, customer journey maps are indispensable tools. First appearing in the mid-1980s, they outline the journey of customers and users as they engage with products ...

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 ...

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 ...

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 ...

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 ...

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 ...

An experience map is a representation of your customers' experience in their different interactions with your company. The representation can take the form of a series of sticky notes, a flow diagram, ...

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 ...

For the typical banking customer, there are some interactions with a financial institution that are as predictable as they are frustrating. A call to the customer service line will almost inevitably ...

I have to be straight with you. I'm entering the head down, grind it, drive to the goal line when it comes to CRM at the Speed of Light's 4th edition. Which means that in other areas that I'm writing, ...