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Customer Journey Mapping: How it can be used to Create Change in your Organization

Over the past 10 years, Customer Journey Mapping has been a critical part of strategically transforming an organization’s customer experience. Taking part in a cross-functional journey mapping workshop can be exciting, fun, and inspirational. Recently, while facilitating a journey mapping workshop for a healthcare company on the east coast, we saw constant light bulb moments. […]

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Touchpoint Dashboard Adds New Template to Simplify Journey Mapping

Touchpoint Dashboard’s “Swedish Store” template helps practitioners follow best practices in journey management.   NEW JERSEY, April, 21 2016 – Touchpoint Dashboard and parent company New Jersey based consulting firm, Strativity Group, Inc., announce the release of a new template to simplify journey mapping.   “In building this demo, we sought to address the two […]

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Touchpoint Dashboard Expands Its European Footprint

Touchpoint Dashboard retains Danny Peters as Head of Client Success – Europe, Touchpoint Dashboard.  New Jersey based consulting firm, Strativity Group, Inc. announces an agreement with Danny Peters to represent Touchpoint Dashboard as Head of Client Success – Europe. Peters will lead sales and service for Touchpoint Dashboard in the EU. “Touchpoint Dashboard has a large […]

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Top 5 Reasons Customer Journey Maps Get Stuck in The Mud

Several years ago I was part of a company that was going through a merger. Not only was the number of employees going to double from approximately 20,000 to 40,000, but the number of customers was going to increase by 300%. In anticipation of customer support issues that could result from the merger, I was asked to create a customer journey map and identify high risk areas in the customer lifecycle. So I gathered key players from both companies and after spending several days together, we had a customer journey map with over 300 touchpoints, 40 of which we classified as “high risk”.

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2016 Prediction: The year of white hot debate, submission to customers, and crying uncle

By Peter Haid Admittedly, I wasn’t spot-on with my predictions for 2015. Not because they weren’t key points that are important for businesses interested in true customer experience; rather, because they simply weren’t pursued the way they should have been. Let me explain… These were the top trends predicted for 2015 and their status today: […]

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