Steve Offsey

What is Customer Journey Management?

Customer journey management is a new approach to delivering the seamless experiences your customers demand. Today, customers expect that their experience with your business will mimic those of CX leaders like Amazon, Google and Netflix. Anything less can lead to dissatisfaction and...

The Importance of Customer Lifetime Value for CX Leaders

By Steve Offsey CX leaders use a myriad of metrics like Net Promoter Score (NPS)®, Customer Satisfaction and Customer Effort Score. And although not all companies measure and prioritize it, the importance of customer lifetime...

Measuring Customer Experience Beyond NPS

Customer experience (CX) is more important today than ever. Providing an exceptional customer experience consistently, though, is hard. Measuring customer experience and tying it to tangible business outcomes is harder still. The first step in your journey to improve CX is to measure customer experience....
What is Customer Journey Analytics?

What is Customer Journey Analytics?

If you find yourself asking “what is customer journey analytics?” you're not alone. Customer journey analytics is the weaving together of every touchpoint that a customer interacts with, across multiple channels and over time. It connects millions of events into journeys from your customers’...

6 Ways to Make Sure Your Journey Maps Improve Customer Experience

Like any insights-driven communication tool, a journey map is only as good as the change it drives. You may have already done the work to set up your journey mapping project for success. But, the creation of an insightful and visually compelling customer journey...

5 Ways Customer Journey Mapping Can Transform Your Business Right Now

Customer journey mapping is a technique that is growing in popularity, not only with customer experience (CX) professionals, but also within marketing, customer service, user experience (UX), product management and IT. Customer journey mapping helps you to visualize your customer’s experience from the customer’s...

How to Set Up Your Customer Journey Mapping Project for Success

Successful customer journey mapping projects don’t just happen by accident. They require careful planning and cross-functional collaboration and management. Many companies make decisions within functional or organizational silos. But customers’ experiences typically aren’t confined to these silos. Customers usually interact with organizations across touchpoints that...

How to Build a Customer Journey Map that Works

If you’ve searched for information about how to build a customer journey map, you’ve likely encountered a dizzying array of different approaches. Your search may have left you asking questions like: Why do journey maps all look so different from one another? Where should I…

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