Today’s customer, whether in retail or healthcare, seeks an integrated and frictionless digital experience that makes their life easier. Whether that’s choosing the right credit union, reviewing insurance benefits, or finding a primary care or specialist physician for a family member. To kick-off 2019, we’ve outlined a few customer experience (CX) solutions that you should…
Journey Mapping
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The mere thought of journey mapping, while exciting, can be anxiety-provoking for some marketers. I don’t have the time – these take forever! We just don’t have the resources. Where will we find the right customers and source experts to help map a complete journey? Breathe. There’s good news. Journey mapping can be done on…
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3 Key Takeaways: Service design can help organization discover how best to “fulfill the experience” by uncovering back-end improvement opportunities to front-end CX pitfalls. Marketers can add quantitative components to journey maps by measuring CX (through surveys, etc.) across key touchpoints in the customer journey, over time. Future-state journey mapping can envision proposed solutions to…
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3 Key Takeaways: For organizations new to journey mapping, it’s best to start small and “applied” – identify a finite CX problem with a practical application for the findings. Whether your project is experiential or applied in nature will likely impact the project’s scale, budget, timelines, and details of the research plan. Don’t forget to…
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3 Key Takeaways: There’s no “end all, be all” way to visually map the customer journey, so long as the ultimate outcome is a deep understanding of your customer’s feelings and experience. Customer journey maps are often mistaken for other diagram-like deliverables, but the common differentiator is the uncovering of empathetic and emotional insights. The…