Discover Your Wow Factor with Customer Journey Mapping

We’re all looking to wow our customers, right? So how are you doing in that area? Take a pop quiz and find out. Ask yourself… • Do you know what really wows your customers? • Is your company providing the wow your customers want at the exact points in their customer journey where they need […]

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Touchpoint Dashboard Sponsors Walker Cx Summit & Featured in Journey Mapping Workshop

Touchpoint Dashboard is pleased to report that we recently served as a strategic sponsor at the 2nd Annual Walker B-to-B Customer Experience Summit held at the Arizona Biltmore Hotel in Scottsdale, Ariz, April 29-May 1. Walker Information is a renowned organization in the customer intelligence field, and has been for 70 years. We were honored to […]

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E Source Launches JourneyHub (white label version of Touchpoint Dashboard)

New Customer Experience Mapping Platform Allows Utilities to Gain Visibility into Customer Touchpoints E Source is pleased to announce the launch of JourneyHub, a journey-mapping platform that will allow utilities to easily trace customer touchpoints, share best practices as a community, and better understand how customers interact with and feel about their utility companies. JourneyHub enables […]

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Take the Mystery out of Mapping with our Journey Mapping Guide

Today, customer experience is at the forefront of company strategy across industries worldwide.  Customer journey mapping is universally seen as an ideal starting point to understand your business from your customer’s perspective, collect voice of the customer and other evidence, and put it all in one place.

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Tackle Tough Problems with Design Thinking & Customer Journey Mapping

“Most failures in industry are not that people can’t solve problems;  it’s that they’re not always great at identifying the right problems to solve.” – John Kembel, Stanford d.School When John Kembel, founding member of the prestigious Stanford d. School, spoke those words at the recent Boulder Innovation Executive Forum, you could almost hear the […]

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Ignite Innovation with Service Design Thinking

Part I:  An Introduction Over the past few weeks, I’ve enjoyed reading various customer experience-related articles and blogs that offer insightful predictions for what’s to come in 2014.  Out of all the reading I’ve done, I’ve noticed a common theme emerging in every forecast… Empathy.  In fact, one excellent post in particular, written by Bruce […]

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Customer Loyalty and the Spirit of Christmas

Despite the weather outside being frightful (it’s a balmy 8 degrees Fahrenheit outside my office today), Christmas spirit abounds.  The holiday is just a few weeks away, and extra doses of friendliness, goodwill, compassion and generosity are apparent everywhere. All of this holiday cheer has me thinking about what effect the spirit of Christmas has […]

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Touchpoint Measurement 101: Part III

Touchpoint Measurement Challenges As we’ve outlined in Part I and Part II of our Touchpoint Measurement 101 series, a formal, ongoing and consistent touchpoint measurement system forms the backbone of any successful customer experience management program.  But let’s face it.  Touchpoint measurement is not the easiest thing in the world to do, especially if you […]

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Your Touchpoint Path May Be Slippery – Proceed with Caution

“Two roads diverged in a yellow wood, And sorry I could not travel both And be one traveler, long I stood And looking down one as far as I could To where it bent in the undergrowth;” -Robert Frost, from his poem “The Road Not Taken When Robert Frost wrote “The Road Not Taken” in […]

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