Blog

The Prioritization Methods to Overcome Journey Mapping Madness

CX practitioners have hit a crossroad in their CEM strategy. The path they were recently on focused on aligning action plans to the voice of customer (VOC) drivers of loyalty. After all, that’s what we’ve all been taught, right? Then along comes journey mapping. It’s supposed to give us context into how the customer’s intentions […]

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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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