The document discusses the customer experience journey from initial contact to conversion. It describes tools like the business model canvas, persona templates, and a touchpoint matrix that can be used to map and improve the customer experience across all contact points. The goal is to simplify the customer journey and optimize conversion rates.
Both large organisations and start-ups need to think about new ways to offer services. London Business School Professor Kamalini Ramdas shares her research, highlighting opportunities that exist through innovating different aspects of a service, including the service product and the way in which it is delivered.
Achieving Dialogue In The Age Of The Omni-Channel CustomerG3 Communications
"Blast" marketing strategies of the past are no longer sufficient to engage today's customers and foster loyalty. Typical campaign response rates have plummeted while customer opt-out rates have ascended, limiting your ability to converse with even your most valuable customers. New automated dialogue strategies can help retailers create a seamless experience across all channels and engage with each of their customers as individuals, connecting every customer communication - outbound, inbound, marketing, sales or service - into an ongoing dialogue where customer insight and understanding forms the basis for each and every interaction.
DB4 Consulting, LLC is a support organization dedicated to the needs of the government contractor. Combining years & years of government & vendor experience, we provide end to end support to firms that need to deliver world-class services to government clients, yet may not have the full time resources available to fill specific gaps.
Both large organisations and start-ups need to think about new ways to offer services. London Business School Professor Kamalini Ramdas shares her research, highlighting opportunities that exist through innovating different aspects of a service, including the service product and the way in which it is delivered.
Achieving Dialogue In The Age Of The Omni-Channel CustomerG3 Communications
"Blast" marketing strategies of the past are no longer sufficient to engage today's customers and foster loyalty. Typical campaign response rates have plummeted while customer opt-out rates have ascended, limiting your ability to converse with even your most valuable customers. New automated dialogue strategies can help retailers create a seamless experience across all channels and engage with each of their customers as individuals, connecting every customer communication - outbound, inbound, marketing, sales or service - into an ongoing dialogue where customer insight and understanding forms the basis for each and every interaction.
DB4 Consulting, LLC is a support organization dedicated to the needs of the government contractor. Combining years & years of government & vendor experience, we provide end to end support to firms that need to deliver world-class services to government clients, yet may not have the full time resources available to fill specific gaps.
The “Business Model” is the blueprint which defines how your business operates and makes money.
Every business invests money in resources and activities to create value & benefits which customers are prepared to pay more for.
Every business model is founded on 2 simple questions:
Who is the customer?
What does the customer need or require to have done?
Why Strategic Experience Alignment Is An Imperative... For Your Employeesjmaclaren
Experience Design (XD) is a way of focusing on the quality of the experience when designing products, processes, applications, and services. It gives the audience of end users a voice and role alongside the Business and IT groups. This approach starts by finding the answers to three fundamental questions:
- Who is my audience?
- What are they trying to do?
- How can I help them do that
The value of taking this kind of approach can be felt in a variety of ways. Sometimes, it takes the shape of direct cost savings by retiring unnecessary websites or other assets. Other times, the value is seen in higher customer conversation rates or improved employee productivity. Either way, one thing is for sure – when your audience is involved, the experience you design is one that will be rewarding for the business as well as the intended target audiences leading to an increase in overall satisfaction for everyone.
Service Design takes UX further by involving more stakeholders and understanding their emotional journeys and reactions to a product or service. Learn more at http://www.softwebsolutions.com/resources/webinar-on-deep-dive-into-service-design.html
6 DIMENSIONS OF MESSAGING EFFECTIVENESSJames O'Gara
This presentation includes the actionable information you need to improve messaging across the 6 Dimensions of Messaging Effectiveness: Alignment, Relevance, Uniqueness, Consistency, Recall and Value.
In this presentation OnMessage shares specific methods and tools for assessing critical aspects of each dimension and specific steps you can take to improve the impact your messaging has in the market. The information and insight shared during this event will enable you to evaluate and answer fundamental questions like…
> How closely aligned is our messaging with our business strategy?
> Does our messaging resonate and connect with our target audience's needs?
> Is our messaging ownable and truly different than our competitors?
> How can we deliver our messaging across the organization on a more consistent basis?
> Is the message we are sending really what our target audience is hearing?
> How quickly and clearly are we communicating the value we deliver?
Make every customer conversation count: Power your 21st Century Sales Warrior to make an impact in every deal - with easy collaboration, agility and meaningful insight
This is a presentation about how to PREPARE, CREATE and DELIVER an effective presentation. It was first delivered at the AMA MR Conference in Palm Desert, October 2009.
PR Congress 2011 | Plenary 5 - Have They Come Back for Seconds?prcongress2011
Plenary 5 of the 18th National PR Congress last 22 to 23 September dealt with Customer Relationship Management. Customer service has now evolved from merely addressing customer queries to maintaining relationships with them. It is not just a matter of acquiring customers, but more importantly, it is about retaining them.
The session underscored the importance of trust-based discussions and sharing mutually-beneficial objectives in customer relationship management. Panelists’ inputs revolved around strategies, obstacles, and imperatives in building customer trust.
Topic Presenter:
Ms. Ichay Bulaong, CRM Head, ABS-CBN
Moderator:
Ms. Angelica Esguerra-Petterson, Executive Director, Australia New Zealand Chamber of Commerce Philippines
Topic Discussants:
Ms. Sandra Puno, Director for Communications, Nestle Philippines
Dr. Francisco Tranquilino, Advisor to the Ethic Committee, Pharmaceutical and Healthcare Association of the Philippines
From customer experience to candidate experienceGeert Martens
How can we learn from customer experience to win the war for talent? From customer experience to candidate experience is the keynote address by Geert Martens on the Candidate Experience workshop organised by Vacature/Références on 30/11/2011 in Wemmel, Belgium.
Customer experience management is based on customer-oriented principles: it focuses on the customer’s experience with the end product and CEM seeks to comprehend his expectations and to create as many positive touching points as possible. The final goal of customer experience management is to turn happy customers into advocates of the respective brand/ product.
User Experience Maps (or Customer Journey Maps) enable you to track customer experiences and to draw outlines from their first contact with the respective brand until the ultimate disposal of the end product. All individual touching points will be evaluated and rated with an either positive or negative user experience (by using differently colored icons, for example). Thus, a map of the product experience evolves which exemplifies potential obstacles in regard to customer interaction.
Using Business Architecture to enable customer experience and digital strategyCraig Martin
Digital disruption is shifting business model design from a focus on product profitability to a stronger focus on customer experience and lifetime value.
The presentation looks at environmental pressures caused by digital disruption and identifies how to use business architecture and business design to address these changes.
It covers business architecture for digital strategy, customer-driven value chains, re-writing of the 4Ps of the marketing mix, and the nine laws of disruption and how they affect business model design.Craig also investigates the changes afoot with strategic business planning and Enterprise Architecture, which are experiencing their own form of disruption. Will Enterprise Architecture as we know it become a commodity too?
This presentation was delivered as an OpenGroup webinar and is available for viewing from the www.enterprisearchitects.com web site.
The “Business Model” is the blueprint which defines how your business operates and makes money.
Every business invests money in resources and activities to create value & benefits which customers are prepared to pay more for.
Every business model is founded on 2 simple questions:
Who is the customer?
What does the customer need or require to have done?
Why Strategic Experience Alignment Is An Imperative... For Your Employeesjmaclaren
Experience Design (XD) is a way of focusing on the quality of the experience when designing products, processes, applications, and services. It gives the audience of end users a voice and role alongside the Business and IT groups. This approach starts by finding the answers to three fundamental questions:
- Who is my audience?
- What are they trying to do?
- How can I help them do that
The value of taking this kind of approach can be felt in a variety of ways. Sometimes, it takes the shape of direct cost savings by retiring unnecessary websites or other assets. Other times, the value is seen in higher customer conversation rates or improved employee productivity. Either way, one thing is for sure – when your audience is involved, the experience you design is one that will be rewarding for the business as well as the intended target audiences leading to an increase in overall satisfaction for everyone.
Service Design takes UX further by involving more stakeholders and understanding their emotional journeys and reactions to a product or service. Learn more at http://www.softwebsolutions.com/resources/webinar-on-deep-dive-into-service-design.html
6 DIMENSIONS OF MESSAGING EFFECTIVENESSJames O'Gara
This presentation includes the actionable information you need to improve messaging across the 6 Dimensions of Messaging Effectiveness: Alignment, Relevance, Uniqueness, Consistency, Recall and Value.
In this presentation OnMessage shares specific methods and tools for assessing critical aspects of each dimension and specific steps you can take to improve the impact your messaging has in the market. The information and insight shared during this event will enable you to evaluate and answer fundamental questions like…
> How closely aligned is our messaging with our business strategy?
> Does our messaging resonate and connect with our target audience's needs?
> Is our messaging ownable and truly different than our competitors?
> How can we deliver our messaging across the organization on a more consistent basis?
> Is the message we are sending really what our target audience is hearing?
> How quickly and clearly are we communicating the value we deliver?
Make every customer conversation count: Power your 21st Century Sales Warrior to make an impact in every deal - with easy collaboration, agility and meaningful insight
This is a presentation about how to PREPARE, CREATE and DELIVER an effective presentation. It was first delivered at the AMA MR Conference in Palm Desert, October 2009.
PR Congress 2011 | Plenary 5 - Have They Come Back for Seconds?prcongress2011
Plenary 5 of the 18th National PR Congress last 22 to 23 September dealt with Customer Relationship Management. Customer service has now evolved from merely addressing customer queries to maintaining relationships with them. It is not just a matter of acquiring customers, but more importantly, it is about retaining them.
The session underscored the importance of trust-based discussions and sharing mutually-beneficial objectives in customer relationship management. Panelists’ inputs revolved around strategies, obstacles, and imperatives in building customer trust.
Topic Presenter:
Ms. Ichay Bulaong, CRM Head, ABS-CBN
Moderator:
Ms. Angelica Esguerra-Petterson, Executive Director, Australia New Zealand Chamber of Commerce Philippines
Topic Discussants:
Ms. Sandra Puno, Director for Communications, Nestle Philippines
Dr. Francisco Tranquilino, Advisor to the Ethic Committee, Pharmaceutical and Healthcare Association of the Philippines
From customer experience to candidate experienceGeert Martens
How can we learn from customer experience to win the war for talent? From customer experience to candidate experience is the keynote address by Geert Martens on the Candidate Experience workshop organised by Vacature/Références on 30/11/2011 in Wemmel, Belgium.
Customer experience management is based on customer-oriented principles: it focuses on the customer’s experience with the end product and CEM seeks to comprehend his expectations and to create as many positive touching points as possible. The final goal of customer experience management is to turn happy customers into advocates of the respective brand/ product.
User Experience Maps (or Customer Journey Maps) enable you to track customer experiences and to draw outlines from their first contact with the respective brand until the ultimate disposal of the end product. All individual touching points will be evaluated and rated with an either positive or negative user experience (by using differently colored icons, for example). Thus, a map of the product experience evolves which exemplifies potential obstacles in regard to customer interaction.
Using Business Architecture to enable customer experience and digital strategyCraig Martin
Digital disruption is shifting business model design from a focus on product profitability to a stronger focus on customer experience and lifetime value.
The presentation looks at environmental pressures caused by digital disruption and identifies how to use business architecture and business design to address these changes.
It covers business architecture for digital strategy, customer-driven value chains, re-writing of the 4Ps of the marketing mix, and the nine laws of disruption and how they affect business model design.Craig also investigates the changes afoot with strategic business planning and Enterprise Architecture, which are experiencing their own form of disruption. Will Enterprise Architecture as we know it become a commodity too?
This presentation was delivered as an OpenGroup webinar and is available for viewing from the www.enterprisearchitects.com web site.
The Inevitability of a Mobile-Only Customer ExperienceBrian Solis
Brian Solis and Jaimy Szymanski published new research to show how companies need to think Mobile-first and Mobile-only.
Customers are becoming increasingly mobile, and, as a result, the customer journey is in need of an overhaul. In this report, Altimeter Group focuses on how organizations can approach mobile design strategy through the lens of the evolving connected customer. Focusing on activities and outcomes with an understanding of consumer needs, objectives, and behaviors, companies are able to see past mobile as the latest “bright, shiny object.”
Following the four steps to building customer-centric mobile strategies outlined in this report, leaders can evolve mobile beyond being “just” another digital screen or channel to achieve greater business results.
Here's a great customer journey map template to help customer success folks document, visualize and evaluate how they interact with customers. Here is a link to the supporting blog post that details how to use the template and explains some of the assumptions we made in creating the lifecycle stages, and categories = http://www.preact.com/blog/customer-journey-map-template
Why do companies need to manage the entire customer experience? New analysis reveals that the entire customer journey - the series of interactions with a brand - is more important than any single touchpoint experience. Leading companies identify and effectively manage a few "key journeys." When companies perfect managing the entire customer journey, they reap significant benefits—including enhanced customer and employee satisfaction, reduced customer churn, increased revenue, lower costs, improved organizational collaboration, and competitive advantage. Presented at the Harvard Business Review webinar. For more on customer decision journeys: http://mckinseyonmarketingandsales.com/topics/customer-decision-journey
Mapping the customer experience: innovate using customer experience journey mapsJoyce Hostyn
Do you know what your organization looks like from your customer’s perspective? In the digital age, silos and organizational bureaucracy manifest themselves through your digital presence. You can bridge these silos and overcome a bureaucratic inside-out mindset by visualizing the customer (learner, elder, citizen, patient, employee) experience through a customer experience journey map that captures both actual and emotional aspects of the customer experience. Then, map in hand, you can use it to design great outside-in customer experiences for your organization.
How to make a Customer journey a successful tool.Geert Stox
How to make a thorough Customer Journey?
This presentation will guide you through every step to make an insightful Customer Journey and make it a helpful tool for your marketing and communication strategies. The perfect starting point for your next product service design or innovation :-)
Business analysis and customer experience design - a crossroads presented at...clarityrules
Presented at BA World.
This talk discusses and reconciles disciplines in Business Analysis - enabling BAs to think about how they might turn thier skills to Customer Experience Design
CASE STUDY: Customer experience management: How to manage the digital 'moment...B2B Marketing
CASE STUDY: Customer experience management: How to manage the digital 'moments of truth'
Ceri Jones, VP, global demand generation and senior director, Basware
A Quick-Results Method for Moving Up the S-Curve and Improving Customer Service.
Widely proven: Fast, Effective and Affordable (under $10K)
Identifies customer touchpoints or Mopment Of Truth (MOT)
Brings Customer Focus to each MOT.
Improves the customer experience to help bolster loyalty and profits.
Description of the S-Curve.
How do I do the workshop? Methodology and Deliverables.
Link to quick self assessment of your service, plotted on the S-Curve.
Also visit www.CustomerExperienceWorkshop.net
Brief introduction to service design, personas and journey mapping. This presentation was part of a Customer Experience workshop organized by B.U.I.L.D, from Entrepreneurs Anonymous.
Mind the Map: A Nordic take on the Customer Journey and ExperienceOttoboni Helsinki
Why is #customerjourney a hot topic? Why and how should companies map customer experiences? This eBook presents in detail why and how you are able to discover, research and map your customer journey. With multi-strategy methods and a lot of design thinking, this is a Nordic take on mapping experiences.
An Introduction in 10 slides to Digital Customer ExperienceCapgemini
Businesses need to be agile, innovative, social, mobile, totally customer focused and geared to provide a profitable customer promise
CMO’s, COO’s, CIO’s and CFO’s globally are struggling with how to make digital a core part of how they do business and serve their customers profitably
Digital is driving rapid transformations in how organizations interact with other organizations and end customers. It is driving change in how CX is delivered across B2C, B2B and B2B2C
Capgemini DCX enables organizations to deliver a “profitable promise to its customers” based on intelligent insights and optimised processes. By combining deep understanding of the customer context, with a single view of the enterprise, we enable organizations to take real-time decisions and maximize profitability
For an updated version of this presentation: https://www.slideshare.net/clearaction/customer-experience-journey-mapping-125750199
Customer experience journey mapping: 6 missing practices for CX ROI, 3 keys to customer experience excellence.
See more at https://ClearAction.com
So you've formulated a User Experience strategy for your company from the ground up. Completion rates are way up. Complaint email numbers are way down. Your boss loves you, and you've got the corner office to prove it. What's next?
This session will take the next step and explore how User Experience fits into the business ecosystem alongside fields of Customer Experience and Customer Relationship Management.
What tips can we learn from these fields, and how can we engage with our colleagues to pass on what we as UX professionals have learned from the web, to turn satisfied users into passionate customers.
[Presented at UXLX, Lisbon on May 11th, 2011]
How to Turn Your Customers into your sales team - TEC 401Iven Frangi
Customer Exprerience presentation called "How to turn your customers into your sales team' by Iven Frangi - April 09. Contact Iven to speak or coach you in customer experience creation and installation in your business. iven@cxm.com.au
Business Model Evolution - Why The Journey To SaaS Makes SenseRainer Stropek
SaaS is an important trend in the software industry. In this presentation Rainer Stropek from time cockpit (http://www.timecockpit.com) speaks about typical challenges that software vendors have to solve to successfully transfer from the classical licensing-based model to a SaaS strategy.
Note that the original slide deck contains quite a lot of animations. If you want to have the original PPTX file including all the animations, feel free to contact me via twitter (@rstropek).
How Hansa Cequity can help you enrich your Customer Equity?Ajay Kelkar
Cequity is a unique company. We help bring together your digital, analytics & campaign management into a unique Customer Relationship Centre that enriches your Customer equity. We do this by using superb Customer marketing processes that align these different disciplines into a coherent offering.
Intersection18: From Wireframing Applications to Designing Organizations - Ro...Intersection Conference
Many, if not all, enterprise organizations are in a digital and agile transformation. Transformations that should lead to better digital services and faster delivery of customer value and therefore offer ample opportunity to design excellent customer experiences.
In reality however these transformations are driven from a technology or operational excellence perspective and the organization consultants leading the change often have a blind spot when it comes to the role and implementation of design. The result is that the different design activities within the organization remain unaligned, that designers are not sufficiently integrated nor in control of the design process and that design management loses grip on the quality of the customer experience.
In the first part of his presentation Rob will explain how the digital transformation triggered internal design activities and how an organization can be made customer centric and design friendly by “hacking” the agile transformation. In the second part Rob will introduce a new transformation enterprises should be in if they want to remain relevant in the future: the experience transformation.
You've created some really great software, but is it sufficient to form the basis of a viable business? What's your business model? How can you describe your business model and effectively communicate your vision to others? How can other people evaluate your business model and determine whether your vision and business strategies have merit? This talk provides a conceptual basis for defining, documenting and evaluating business models. It uses real-world examples to show how these concepts can be effectively applied to build actual businesses. Presented at RubyNation 2011.
7 Alternatives to Bullet Points in PowerPointAlvis Oh
So you tried all the ways to beautify your bullet points on your pitch deck but it just got way uglier. These points are supposed to be memorable and leave a lasting impression on your audience. With these tips, you'll no longer have to spend so much time thinking how you should present your pointers.
Hello everyone! I am thrilled to present my latest portfolio on LinkedIn, marking the culmination of my architectural journey thus far. Over the span of five years, I've been fortunate to acquire a wealth of knowledge under the guidance of esteemed professors and industry mentors. From rigorous academic pursuits to practical engagements, each experience has contributed to my growth and refinement as an architecture student. This portfolio not only showcases my projects but also underscores my attention to detail and to innovative architecture as a profession.
White wonder, Work developed by Eva TschoppMansi Shah
White Wonder by Eva Tschopp
A tale about our culture around the use of fertilizers and pesticides visiting small farms around Ahmedabad in Matar and Shilaj.
Between Filth and Fortune- Urban Cattle Foraging Realities by Devi S Nair, An...Mansi Shah
This study examines cattle rearing in urban and rural settings, focusing on milk production and consumption. By exploring a case in Ahmedabad, it highlights the challenges and processes in dairy farming across different environments, emphasising the need for sustainable practices and the essential role of milk in daily consumption.
Can AI do good? at 'offtheCanvas' India HCI preludeAlan Dix
Invited talk at 'offtheCanvas' IndiaHCI prelude, 29th June 2024.
https://www.alandix.com/academic/talks/offtheCanvas-IndiaHCI2024/
The world is being changed fundamentally by AI and we are constantly faced with newspaper headlines about its harmful effects. However, there is also the potential to both ameliorate theses harms and use the new abilities of AI to transform society for the good. Can you make the difference?
1. The Customer Experience Journey
– from contact to conversion
Søren Muus
[sir·n·moose]
User experience | Service Design
@sorenmuus
sorenmuus@gmail.com
2. The Customer Experience Journey
- About the Customer Experience Journey
- About the tools
Customer Experience Journey
3. The Customer Experience Journey
The Customer Experience Journey is series of
events that leads from the first contact to the final
conversion. Each event contains a number of
Touch points – both digital and physical, that
together make a unique impact, and create a
User Experience, valuable and useful to both
our clients and their customers.
Our objective is to simplify the customers
journey, through all touch points, in order to
optimize conversion.
Customer Experience Journey
5. The Customer Experience Journey
The Elements of the CXjourney
The Dynamics of the CXjourney
Contact Conversion
Customer Experience Journey
6. The Customer Experience Journey
The Elements of the CXjourney
The Dynamics of the CXjourney
Contact Conversion
Customer Experience Journey
7. The Customer Experience Journey
The Elements of the CXjourney
The Dynamics of the CXjourney
Contact Conversion
Customer Experience Journey
8. The Customer Experience Journey
The Elements of the CXjourney
The Dynamics of the CXjourney
Customer Experience Journey
9. The Customer Experience Journey
The Elements of the CXjourney
The Dynamics of the CXjourney
Contact Conversion
Customer Experience Journey
10. The Customer Experience Journey
The Elements of the CXjourney
The Dynamics of the CXjourney
Contact Conversion
Customer Experience Journey
11. The Customer Experience Journey
The Elements of the CXjourney
The Dynamics of the CXjourney
Contact Engagement Desire Re-engagement
Conversion
Conscious Considering Determined Experienced
Before During After
Attention Interaction Decision Action
Customer Experience Journey
13. Business Model Canvas
Persona Template
Experience Scope
Journey Script
Touchpoint Matrix
KP KA VP CR S
Key Key Value Customer Segments
Partners Activities Proposition Relationships
KR C
Key Channels
Resourses
CS RS
Cost Revenue
Structure Streams
Customer Experience Journey
14. Business Model Canvas
Persona Template
Experience Scope
Journey Script
Touchpoint Matrix
KP KA VP CR S
Key Key Value Customer Segments
Partners Activities Proposition Relations
KR C
Key Channels
Resourses
CS RS
Cost Revenue
Structure Streams
Customer Experience Journey
15. Business Model Canvas
Persona Template
Experience Scope
Journey Script
Touchpoint Matrix
Background: Personal info: Narrative:
- Persona’s relation - Name - the story that creates
to the target group - Age empathy
- Demographics - Job
- Location Statement:
Behavior: - civilian status - The quote that distills
- Psychographics - Internet usage/exp. the character of the
- Scenarios persona
Goals:
- User wants
- User needs
- User’s motives
- Business objectives
Customer Experience Journey
16. Business Model Canvas
Persona Template
Experience Scope
Journey Script
Touchpoint Matrix
Before During After
EVENT
Time
Description
External participants
Internal participants
Touchpoints
Actions
Service evidence
Peak
Promise
User goal
Business objective
Customer Experience Journey
17. Business Model Canvas
Persona Template
Experience Scope
Journey Script
Touchpoint Matrix
EVENT:
Journey Script
Brand promise, peak
service evidence
Name of event
Advertising Part of scenario CRM
Synopsis
Back story/previous events
Social Media Participants: Social Media
Business/
Synopsis Touchpoint user goals (external)
Persona
Organic search Internal Next event
Supporting processes
Previous event Touchpoints
Action
Promise
Supporting processes
Evidence
Peak
UserGoal, needs, wants, motives
Expectation Business objectives Experience
Output/Next events
Customer Experience Journey
19. The tools in short:
Business Model Canvas
Gives insight and understanding of the business model itself
Persona Template
Humanizes the segments and targets behavior
Experience Scope
Provides a overview of the total customer experience
Journey Script
Suggests each of the improved events that makes the customer journey
Touchpoint Matrix
Describes all points of contact between brand, product and customers, in
both physical and digital channels.
Customer Experience Journey
21. The Customer Experience Journey Report applies directly to:
The overall business plan
Product strategy
Web strategy
Customer Service planning
Marketing and sales strategy
Planning of Social Media
Establishment of Customer Engagement Platform
Adjustment of general User Experience
Customer Experience Journey