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...
Customer insights obtained through surveys are becoming an
increasingly important part of how service organizations are
measuring their performance and driving improvements to customer