Customer Journey Mapping Workshop Preparation

You’ve got buy-in… all the right people in your company are on board to map your customers’ journeys. They realize the importance of walking in the customer’s shoes in order to understand the experience before they can fix it. Awesome! Now what? It’s time to get all of your key stakeholders into a room and […]

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Using Personas to Enhance the Customer Experience

Today we’re pleased to share another guest post by Keenan Samuelson of E Source. This is part two of a two-part series on personas. In part one, we explored the steps to create a customer persona. In part two, we’re exploring some of the ways CX professionals can use customer personas to improve CX. Now […]

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7 Deadly Sins of Journey Mapping

On Thursday, February 26, 2015, we hosted a webinar about the 7 Deadly Sins of Journey Mapping. Host: Bryan Surface, EVP, Global Sales, Touchpoint Dashboard Presenter: Annette Franz, Vice President, Customer Experience, Touchpoint Dashboard If you attended and want to watch the webinar again – or if you simply missed the webinar – take a […]

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Do You Know Who Your Customers Are?

Today’s post is by guest blogger Annette Franz; her post is a modification of one that appeared on CX JourneyTM on April 4, 2014.  Do you really know who your customers are? Do you refer to them – or talk about them – as “target segments” or “target customers” or “target demographics?” Guess what? Your […]

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