Why Should You Map Customer Journeys? Here are 18 Reasons!

Today’s post is a modification of one that Annette wrote for CX Journey™ on November 11, 2014. Have you started journey mapping yet? Or are you still wondering why it’s an important tool to have in your customer experience management toolbox? Throughout 2014, I’ve written about different ways that journey maps can help you advance […]

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Touchpoint Dashboard Welcomes First Government Client, The City of Centennial, CO

Touchpoint Dashboard (TouchpointDashboard.com), the world’s first customer journey mapping software, is pleased to announce The City of Centennial, CO, as its first government client. The City of Centennial will use the web-based Touchpoint Dashboard platform to support its continuous improvement initiatives and help drive innovation. “Centennial is nationally recognized for running an innovative, lean, and […]

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Getting Employee Buy-In for Your Customer Experience Transformation

Today’s post is a modification of one that Annette wrote for CX Journey™ on September 23, 2014. You’ve begun your journey to transform the customer experience, but you realize you can’t do it without your employees. What tools can you use to facilitate employee buy-in for your customer experience improvement efforts? As you know by […]

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Annette Franz Joins Touchpoint Dashboard Executive Team

Touchpoint Dashboard, LLC (TouchpointDashboard.com) the world’s first and leading customer journey mapping platform, today announced that Annette Franz has been named vice president of customer experience. In this new role, Franz will design and implement Touchpoint Dashboard’s global customer experience strategy, which includes client onboarding and training, loyalty and retention programs, as well as developing […]

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Are You Creating a Journey Map or a Lifecycle Map?

Today’s post is a modification of one that Annette wrote for CX Journey™ on September 23, 2014. What’s the difference between a customer experience lifecycle map and a customer journey map? And do you know which one you’re building? I thought it was worthwhile to clarify because the difference between these two is in the […]

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6 Tools to Create a Clear Line of Sight to Customers

Today’s post is by guest blogger Annette Franz; her post is a modification of one that appeared on CX Journey™ on September 4, 2014. Do your employees have a clear line of sight to your customers? What do we mean by “line of sight?” Simply put, it’s the straight line between you and your target. In […]

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Your Most Important Training Tool

Today’s post is by guest blogger Annette Franz; her post is a modification of one that appeared on CX Journey™ on August 1, 2014. Did you know that the most important and most powerful training tool, the one that’s going to help your employees deliver a great customer experience, is a customer journey map? Does that […]

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Empathy, Journey Mapping, and the Platinum Rule

Today’s post is by guest blogger Annette Franz; her post is a modification of one that appeared on CX Journey™ on May 1, 2014. There’s been a lot of talk this year about empathy and the customer experience. What’s empathy? Merriam-Webster defines empathy as: the feeling that you understand and share another person’s experiences and emotions; […]

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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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Focus on Customer Journeys, not Just on Touchpoints

Today’s post is by guest blogger Annette Franz; her post is a modification of one that appeared on CX JourneyTM on February 6, 2014. It’s simple. Customer experience is a journey. In your customer experience improvement and design efforts, while it’s important to look at individual touchpoints, moments of truth, interactions, channels, etc., it’s more […]

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