Improve End-To-End Customer Experiences With A Journey Management Framework
Many firms struggle to address customers’ expectations that experiences will be individualized, continuous, emotionally engaging, and controllable. Why?
One of the major reasons is how difficult it is to understand and choreograph how customer interactions across touchpoints connect, overlap, and influence each other to support an ongoing customer relationship.
Journey management helps breakdown silos …
- by allowing organizations to create, visualize, and share journey maps,
- by cocreating and ideating to drive cross-functional alignment,
- by linking and integrating with other data sources and artifacts (e.g., process maps) to examine all the factors that determine CX quality
- and by prioritizing and modeling customer journeys and projects.
Journey Management helps organizations collaborate using a shared taxonomy and terminology framework and customer-centric language.
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About the speakers
Joana de Quintanilha is VP and Principal Analyst at Forrester. Based in Amsterdam, Joana serves customer experience professionals. Her areas of expertise include digital customer experience, tools like journey mapping, and Agile methods. Joana also focuses on brand and leads Customer Experience Index research in Europe.
Wolfgang Weber is founder and CEO of cxomni 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”.