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Customer Experience, Customer Experience Innovation, Customer Experience Management, Customer Experience Strategy, Featured, Journey Maps, Program and Project Management, Subscription Services, Voice of the Customer

How to Maximize Customer Experience with Journey Maps – and Why So Many Companies Don’t

Mar 23, 2020
by Jeff Lewandowski
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Lots of companies now use journey maps to understand and improve the customer experience. Problem is, they don’t use them very well. Analysts have documented this problem for years. For example, Forrester Research CX expert Joana van den Brink-Quintanilha says one common mistake is not...

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Customer Experience, Customer Experience Innovation, Customer Experience Strategy, Featured, Journey Maps, Program and Project Management

Why Future-State Journey Mapping isn’t Optional – and How to Get Started

Jun 04, 2015
by Jeff Lewandowski
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One of the most popular Customer Experience (CX) tools is customer journey-mapping.

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Andrew Reise is a full service Management Consulting firm specializing in Strategy, Customer Experience, Voice of the Customer, Project/Program Management, and Subscription Services.
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Recent Posts

  • Customer Experience Pitfalls to Avoid

    The Dirty Dozen – 12 Common Customer Experience Transformation Pitfalls…and how you can avoid them

    1. Failure to link customer experience strategy to brand vision It’s incredibly tempting to overspend on customer experience in an effort to delight customers every time. But, before a customer experience strategy can be developed, the company’s vision and brand promise must be understood. First...

    Feb 19, 2021
  • How to Automate Customer Interactions and Reduce Costs

    In our previous post on automating customer interactions, we talked about market trends: the Work from Home Event and the AI Revolution. The simultaneous nature of these two events creates a perfect opportunity to automate customer contacts and reduce operating costs. As a premier CX...

    Jan 29, 2021
  • Customer Interaction Automation

    Time to Pursue Automation Aggressively!

    It’s safe to say that no human has ever lived through a time the global economy shut down. This is where we find ourselves today, and it’s time to aggressively pursue automation. Peter Drucker is a famous business consultant and writer who frequently stated that...

    Jan 08, 2021

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