Tag Archive for: Customer Effort Score

examples of customer journey mapping

Customer Journey Mapping Examples

I’m often asked for customer journey mapping examples – where are organizations using journey mapping that is truly driving change. examples of customer journey mapping

Of course, the results vary significantly depending on the selected business problem, journey, and customer selected – three of our five questions. Two similar organizations can have very different outcomes based on how they answer the question.

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How to Measure CX Impact

We CX folks love to discuss measurement. If you want to fill a room at a conference, just put the word “metric” in your session title, and you’re good to go. Mention “Net Promoter Score” or “Customer Effort Score,” and you’ll need to order more chairs. That’s because we spend so many of our waking hours – and for some, sleepless nights – trying to figure out how to measure CX impact.

The role of measurement in CX success was one of the most evident takeaways from our hundreds of hours of interviews with CX leaders

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