Resources

Resources & Customer Journey Mapping Tools

Customer experience is the driving force behind any business. Resources such as suggestions from experienced CX professionals, white papers, case studies, and journey mapping tools can help you improve your business’s ROI and overall health. Access these valuable resources below.

Create Your CX Vision through Journey Mapping

“If you don’t know where you are going, you’ll end up someplace else.” – Yogi Berra

Yogi’s quote applies to much more than baseball – it gets to the heart of what limits so many customer experience (CX) programs. When I ask most CX leaders what they’re trying to accomplish, I get a general statement like, “We’re working cross-functionally to create a better customer experience, in order to create more loyal customers.”

That’s an awful statement because it doesn’t actually say anything. Read more

Moving up Gartner’s CX Pyramid with Journey Mapping

Last week I wrote about the Gartner CX Pyramid, an interesting maturity model. This week I’ll go into how to use journey mapping best practices to move up the model based on Gartner’s description of the model on their public website.

Selecting the right journey mapping approach requires you to understand where you are on the model and where you aspire to be. An inaccurate assessment will create waste; attempting to create a Proactive-level approach with only a Communication-level infrastructure will be expensive and ultimately frustrate customers instead of creating loyalty. Similarly, using a lower-level approach won’t have sufficient impact with higher-level design capabilities. Journey mapping doesn’t exist in a vacuum – it requires enough staffing and leadership to implement the changes that come out of it. Read more

Gartner’s CX Pyramid: An Approachable Framework

Like many CX consultants, I’ve seen my share of maturity models. Most are really good at showing all the things you’re not doing. Typically, the sponsoring company offers to help by selling you useful consulting services to help you move up the model. 

Whether it’s Temkin Group’s CX Maturity Model, Forrester’s six-step CX Management Maturity exam, or MaritzCX’s CXEvolution, the complex models help you evaluate your program, and each is compelling in its own way. The maturity models help you analyze what you’re doing and where you’re strong or weak.  

I’ve used Gartner’s former CX model in the past and liked it. Now, while reading through October’s issue of Customer Relationship Management, I ran across the new Gartner CX Pyramid and was intrigued. I can’t find the article online, but you can review Gartner’s summary here.  Read more

Do you have what it takes to succeed at CX?

Have you taken a look at our latest whitepaper? Also accessible from the resources page, it details strategies and insights for ensuring that your next CX initiative is a successful one that will pay for itself with opportunities for profit and growth.

Access it here: How to Select a CX Platform for Maximum Impact


Interested in workshops? Read more here.

Interested in journey mapping? Read more here.

Interested in improving your CX? Read more here.

CX Webinar Invitation, August 27th

Do your employees love your company?

Jim Tincher joins Shiftonomics to break down the customers’ journey, and how strongly it is impacted by corporate culture and the effort the company puts into empowering its frontline teams.

You’ll Learn

  1. How to hire people who care
  2. Keys to maintaining employee engagement
  3. How to map each customer’s journey
Taylor Pipes

About Taylor Pipes and Jim Tincher

Taylor Pipes, an industry specialist from Branch Messenger, is joined by Jim Tincher to talk about the customer and employee experience. With a lifelong passion for customer experience, Jim founded Heart of the Customer to help companies of all sizes increase customer engagement.

Reserve your spot here.


Interested in workshops? Read more here.

Interested in journey mapping? Read more here.

Interested in improving your CX? Read more here.

White Paper: Designing a World-Class CX Approach

What does it take to design a customer experience (CX) program that drives business results? 

The CXPA identifies six disciplines as core to an effective CX program: 

  • CX Strategy 
  • Customer-Centric Culture 
  • VOC Customer Insight & Understanding 
  • Experience Design Improvement &Innovation 
  • Metrics &Measurement ROI 
  • Organizational Adoption & Accountability 

This CX white paper, written in conjunction with Intouch Insight, walks through the six disciplines, with tips on how to use them to build a roadmap to success.

Webinar: Win More Business through a Game-Changing Customer Experience

Join me for a live webinar that I get to be a part of on December 13th at 11am PST/2pm EST. I will be speaking with Nicole Geosits, Manager of Customer Happiness at Acuity Scheduling, and Kaan Ersun, SVP of Marketing at Solvvy, for a Solvvy webinar sharing how you and your company can win more business through a game-changing customer experience.

We will be exploring the customer experience shift that places a premium on the CX role prior to making a sale, as future success of organizations will be judged not only by their ability to retain customers, but also win them. How can you differentiate yourself, map the journey, simplify, and win through emotions? Tune in and find out. Sign up here: http://ow.ly/xNzb30gIYDF

Driving Change Through Journey Mapping

Too much journey mapping is done in an intuitive manner. Which is why half of all journey maps fail to drive action. We surveyed over 100 practitioners and vendors to learn the best practices, and published them in this white paper. You can see a summary in the attached infographic. Look for this year’s journey mapping survey to go out next month!

“I’m new to CX – what do I do?” Seven Steps for the New CX Leader 

One of the pleasures of my role is that I get to meet people new to customer experience (CX). Being a relatively new discipline, CX doesn’t have much bench strength, so we bring in others from other disciplines who have the passion, but not the experience.  

This post is dedicated to those who have a passion for improving their customers’ experience, but aren’t 100% sure where to start. The items below aren’t completely linear—you can’t wait until one is done before you start the next—but they do list a good order in which to begin.  Read more

Two-thirds of all journeys maps fail to drive change. Don’t be a statistic.

Customer journey maps are a customer experience (CX) leader’s best friend. Done well, a journey mapping initiative aligns your teams around a shared vision to an improved customer experience. Effective journey maps engage your entire company to align on your customers’ moments of truth, showcasing how to create more loyal customers.

Unfortunately, these initiatives fail far too often.

But don’t take my word for it. Listen to the voice of the industry, from our first annual Journey Mapping Best Practices Survey. We surveyed over one hundred journey mapping practitioners and vendors to discover the state of the art in journey mapping.

The results weren’t encouraging. For those practitioners who have had time to evaluate their success, half gave their journey mapping initiative a failing grade. The key reason? A failure to drive action. Read more