RateMyService

NOVEMBER 22, 2021

With over 150 entries from across the world, Rosebella Abok from BrighterMonday made it into the Top 5 highly commended CX Leader finalists. Identify moments of truth Rosebella identified key moments of truth through customer journey mapping and used our survey platform to capture the Voice of the Customer.

Sentiment Analysis 52

Sentiment Analysis Customer Journey Map CX Voice of the Employee 52

Confirmit

OCTOBER 27, 2019

Companies with this siloed vision miss crucial interactions along the customer journey and may be unaware of unhappy customers. And that’s where the Customer Journey Map comes into play! So, if you’re new to the Customer Journey Map world, read on for a taster.

Customer Journey Map 40

Customer Journey Map Voice of the Customer Touchpoint Social Media 40

CX Journey

NOVEMBER 10, 2015

Image courtesy of degconsulting How do you know where to start your CX journey? You know you have to transform the customer experience with your company; don't let uncertainty paralyze you or derail you from getting started. Voice of the Employee : Listen to employees. Don't know where to start?

Government 64

Government Customer Journey Map Social Media Voice of the Customer 64

CX Journey

JUNE 22, 2017

They become the backbone of your customer experience management efforts. Why do you need a customer journey map? Journey maps provide clarity for the entire organization, helping to provide that clear line of sight to customers and ensuring that each employee understands how he impacts the customer experience.

Customer Journey Map 58

Customer Journey Map Voice of the Customer VOC Social Media 58

CX Journey

JULY 10, 2014

Using tools like customer journey maps, customer feedback maps, and a general data architecture/map can help to bring it all into focus. Challenges I might make this sound simple and simplistic. I know it''s not. It''s also important to conduct the proper analysis to uncover the desired outcomes.

Unstructured Data 71

Unstructured Data Customer Experience VOE Data Mining 71

Doing CX Right

OCTOBER 9, 2019

Journey Mapping is an important component of any CX practice. We talked about customer journeys and how the process helps people understand their customers better. CX topics include: What customer journey mapping is. How to map ‘as is’ and ‘to be’ journeys.

Customer Journey Map 40

Customer Journey Map Voice of the Employee CX Touchpoint 40

Confirmit

MAY 29, 2018

What is Voice of the Customer (VoC)? Voice of the Customer refers to the way an organization collects customer feedback, analyzes the data, distributes it to the right people and takes action on these insights in order to generate financial benefits. Why Does Voice of the Customer Matter?

Voice of the Customer 40

Voice of the Customer VOC Net Promoter Score Customer Journey Map 40