In this webcast on journey frameworks, you will learn why a functioning customer journey management must be thought of on a company-wide basis. Each department has its own objectives and operates with its own terminology and level of detail when it comes to understanding the customer and user journey. What is a touchpoint for one department is called a channel in the next. Subjourneys are suddenly called moments or customer activities. If we now cluster according to different phase dimensions, the confusion is perfect.
A Journey Framework helps along
Because it avoids confusion in interdisciplinary collaboration. How do you ensure a common understanding of the customer’s experiences and emotions? And how do you guarantee that corresponding findings such as pain points, system requirements or innovation ideas – referenced to the touchpoint – find their way into requirements management?
To avoid comparing apples with oranges, a common language will have to be agreed upon internally. A CX/UX framework forms the basis of holistic customer journey management.
In this webcast, we will reveal how we are currently experiencing the enormous benefits of a common terminology and taxonomy in successful CX projects and how we are supporting companies in their implementation.
About the speaker
![wweber_300x300 wolfgang weber cxomni](https://cxomni.net/wp-content/uploads/2022/02/wweber_300x300-150x150.jpg)
Wolfgang Weber is founder and CEO of cxomni GmbH and product manager for the cxomni software. Prior to that, Wolfgang Weber worked for 10 years as a management consultant in the field of customer excellence. He is one of the most distinguished experts on the subject of customer-oriented business management and customer experience management – his credo: “Customer enthusiasm can be managed”.