Text analytics certainly has left me scratching my head a few
times. Aside from figuring out what it even is, learning how to
work with it took excessive time, patience, and - let's be honest
Before sending communications about your customer experience
initiative, start by defining the audience. Do this by answering
these three questions: Who needs to know about this? What are they
What do you think is the biggest benefit of journey mapping? This
is fresh on my mind since I recently participated in a journey
mapping workshop. The workshops are the heart of journey mapping.
If your company is challenged with being data rich and insight
poor, one place to start is the journey map. Journey maps (or touch
point mapping) is a step-wise collaborative process that engages
Driving business impacting results is one of the key
responsibilities we all have as customer experience
professionals. While it is arguably one of the most important
things we do, it is also one of...