Customer journey maps are an important tool to improve customer experience with a product, service or brand. In this video you learn how you can use customer journey maps to better understand your customer and to trigger product innovations. You learn the most important basics of customer journey mapping and get to know some of the essential details of journey maps. _______________ Smaply is a tool that helps you visualize and share customer journey maps, personas, and stakeholder maps. Get your 14-days free trial on smaply.com
Views: 1902 More than Metrics
This was the video recorded at the Designer and Geeks's Meetup in San Francisco on September 17th, 2015. It is a rant by Jaime Levy to explain why she chose to focus an entire chapter in her new O'Reilly Media book "UX Strategy" on empirical funnel conversion for dictating the UX design rather than the traditional practice of creating fancy journey map diagrams for understanding customer touch points. http://shop.oreilly.com/product/0636920032090.do
Views: 24114 Jaime Levy
Спикеры курса CJM в Binary District рассказывают, зачем строить карту путешествия пользователя и какую пользу это принесет бизнесу. Арслан Разыков, Project Manager в MegaLabs Дарья Романовская, Product Consultor Максим Маратович, Product Consultor Подробнее о курсе — https://binarydistrict.com/ru/workshop/customer-journey-map/??utm_source=social&utm_medium=youtube&utm_campaing=post_20.11.18
Views: 406 Binary District Moscow
Из доклада вы узнаете о том, что такое customer journey map (CJM). Будут рассказаны основные подходы к автоматизированному выделению паттернов поведения пользователей с помощью современных методов машинного обучения. Алексей расскажет о построении персонализации на основе CJM и правильном выборе метрик для оценки улучшения продукта. В качестве примеров будут использоваться приложение крупного банка, сайт известного автодилера и крупный интернет-магазин. Avito Product Analytics Meetup 09/12/2017 https://avitotech.timepad.ru/event/604124/
Views: 909 AvitoTech
Customer journey maps are an important tool to improve customer experience with a product, service or brand. This video shows introduces you to the practice of digital journey mapping and how Smaply helps to create journey maps. - What is the customer journey? - Why is journey mapping important? - How can Smaply help to improve the customer journey? _______________ Smaply is a tool that helps you visualize and share customer journey maps, personas, and stakeholder maps. Get your 14-days free trial on smaply.com Credits: illustrations from Vecteezy.com
Views: 27626 More than Metrics
Дима Басенко, ведущий UX-дизайнер дизайнер «Эпам Системз» расскажет о том, что такое персона продукта. Как правильно создавать и использовать персоны на практике. Объяснит на примерах, как использование персон повлияло на разработку продукта. А также, расскажет о том, как создавать и использовать Customer Journey Map/Customer Service Map. Покажет на примерах, как разработка CJM повлияла на разработку и развитие продукта. -- В рамках проведения «Научного Хакатона» мы приглашаем вас на митапы, где будут проводиться обучающие и консультационные сессии под руководством экспертов в области науки, бизнеса и ИТ. У вас будет возможность обсудить задачи, получить экспертную помощь, объявить о вакантных местах в команде и не только. Присоединяйтесь и решайте научные задачи командами! Cайт: http://sciencehit.by/hackathon Регистрация в команды: https://sciencehit.timepad.ru/event/462869/ Группа в fb: www.facebook.com/groups/scihackatho... Группа в vk: https://vk.com/event141357156
Views: 533 Научный Ринг
Giles Richardson, VP digital journeys, T-Mobile, explains how customer journey mapping can accurately understand user's online experiences, and how, once they are better understood, T-Mobile can curate better products and services. This interview is part of our Digital Intentions series, powered by Clicktale.
Views: 1784 Hot Topics
Klanten komen op verschillende manieren en momenten in contact met jou, je organisatie en je product of dienst. De klant-route visualiseer je in een customer journey map. Door dit visueel weer te geven creëer je een sterk en duidelijke beeld van de klant-route. Zo kun je dus inspelen op factoren die invloed hebben op de gebruikerservaring van je product of dienst. Bekijk hier hoe het maken van een customer journey map je kan helpen met jouw business.
Views: 1728 TriMotion
http://talks.rosalab.com/20140809-33 Неочевидные тонкости применения Customer Journey Map (Алексей Копылов, ProductCamp Minsk-2014)
Views: 297 Stas Fomin
Запись вебинара в Школе проектирования интерфейсов: http://uxcool.ru Презентация: http://www.slideshare.net/copylove/customer-journey-map-uxcoolru Этот вебинар для тех, кто проектирует интерфейсы и продукты и задумывается о том, что этого недостаточно. На практике для привлечения и удержания клиентов оказывается важен полный опыт пользователя/клиента при взаимодействия с вашей компанией и/или средой, а не только продуктом Алексей представляет набирающую популярность технику проектирования опыта клиента Customer Journey Map, рассказывает о своём опыте её применения, некоторых особенностях и отвечает на вопросы.
Digital Product Design NYC Meetup - Lifion, by ADP NYC - April 11 2017 - Focus On The Journey: Great Experiences Don’t Happen By Chance We’re out there building complex things. Though you may only work on a portion of what your company produces, the big picture may include digital and physical elements, web and mobile, brick and mortar, wearables, services, marketing, logistics, social and much more. You’re in the business of creating and selling an experience. Designers have powerful tools and processes at their disposal, but let’s take a minute to examine the landscape, talk about great experiences, ways to put design into context and use our work to influence others and build a design driven organization. We’ll also dig in a little deeper and touch on how we can use the journey as a model for business roadmap, organizational design, and a tool to truly differentiate a business. SPEAKER Ben Running is the director of the Innovation Lab at Jet.com where the team focuses on the next generation of e-commerce technologies like bots, conversational commerce, VR/AR, IoT, as well as organizational design. Prior to the Innovation Lab, he led the Jet product design team. Jet.com was acquired by Walmart for $3.3B in September of 2016, marking the largest U.S. e-commerce acquisition to date. Prior to Jet.com, Ben was Director of Design at BuzzFeed. He’s on a quest to visit all of America’s National Parks, and practices 80s hair metal guitar in his spare time. https://twitter.com/brunning LINKS 10 most interesting examples of Customer Journey Maps http://blog.uxeria.com/en/10-most-interesting-examples-of-customer-journey-maps/ Adaptive Path’s Guide to Experience Mapping http://adaptivepath.org/ideas/our-guide-to-experience-mapping/ MakeTools, Dr. Liz Sanders human-centric design writings http://www.maketools.com/papers-0.html The difference between a journey map and a service blueprint https://blog.practicalservicedesign.com/the-difference-between-a-journey-map-and-a-service-blueprint-31a6e24c4a6c Creative Journey Maps on PInterest https://www.pinterest.com/explore/customer-journey-mapping/ EVENT PAGE https://www.meetup.com/NYC-Digital-Product-Design/events/237944836/ VENUE Lifion, by ADP, invites you to visit our new home for big ideas, ambitious folks, and those who are truly committed to delivering finely made products at scale. Join us after-hours for provocative talks, engaging discussions and some great opportunities to connect with serious thinkers and doers. Visit us at http://www.lifion.com/ for a calendar of upcoming events and current job opportunities. We look forward to meeting you soon! ORGANIZER - CITRUSBYTE Citrusbyte was founded in 2007 with the mission to become the go-to technology consultancy for building world-class, one of a kind, web applications and web based businesses. We help you build solutions by building a team that best complements the unique needs your project. https://citrusbyte.com/ ABOUT DIGITAL PRODUCT DESIGN In the digital product field we continuously seek to refine and adopt new approaches to our work. Topics at our meet up cover a range of subjects throughout the full product life cycle including customer insight techniques, strategy, interaction design, metrics, growth, marketing, tools, technology, team collaboration, etc. Our goal is to empower teams to transform their existing work patterns to refresh delivery and work environments. Designers, researchers, product managers, marketers, engineers, entrepreneurs, and industry leaders are all welcome to join and share their perspectives, learnings and stories! http://dpdnyc.org/ 3431
Views: 319 Citrusbyte
Salesforce Marketing Cloud SVP & Chief Product Officer Bryan Wade takes a deeper dive into the customer journey, including journey maps and Journey Builder for Apps. Also listen to stories from Marc Benioff and Scott McCorkle and a sample customer journey from FitBit. Dedicated to inspiring, enabling, and educating marketers around the globe, Connections showcases the latest technology and innovation, highlights groundbreaking customer stories, and puts you at the front lines of emerging trends and best practices. http://marketingcloud.com - The customer revolution has begun—and it’s never been more important to develop real relationships with your customers. Salesforce Marketing Cloud is the world’s most powerful 1:1 digital marketing platform, helping you make the most of every customer interaction. Are you ready to create personalized, cross-channel customer journeys that deliver exceptional brand experiences? The future of digital marketing is here. See why Salesforce Marketing Cloud is excited to be leading the way. Build and manage your customer journeys with Salesforce Marketing Cloud: Email: http://www.exacttarget.com/products/email-marketing Mobile: http://www.exacttarget.com/products/mobile-marketing Social: http://www.exacttarget.com/products/social-media-marketing Ads: http://www.exacttarget.com/products/ads Web: http://www.exacttarget.com/products/web-personalization Journey Management: http://www.exacttarget.com/products/journey-management Predictive Intelligence: http://www.exacttarget.com/products/predictive-intelligence Content & Messaging: http://www.exacttarget.com/products/content-messaging Customer Data Platform: http://www.exacttarget.com/products/customer-data-platform Hub Exchange: https://hubexchange.exacttarget.com/ Want to stay up-to-date on digital marketing? The Salesforce Marketing Cloud blog publishes everything you need to stay ahead of the curve, including best practices, tips, trends, and recent research: http://exacttarget.com/blog Learn more about Salesforce Marketing Cloud: http://marketingcloud.com For more information about Salesforce: http://salesforce.com
Views: 2674 ExactTarget
A short video about a certain Framework type called "Journey Map". Watch the full video: https://prdct.school/2Uan280 👉 Subscribe here: http://bit.ly/2xMQLbS 🕊️ Follow us on Twitter: http://bit.ly/2xAQklN 💙 Like us on Facebook for free event tickets: http://bit.ly/2xPfjkh 📷 Check us out on Instagram: http://bit.ly/2eHmfJp Find out more about us: https://prod.school/2T7e23b 💻 ABOUT US: Product School is the world’s first tech business school. We offer certified Product Management, Coding, Data, Digital Marketing and Blockchain courses; our instructors are real-world product managers working at top tech companies, such as Google, Facebook, Snapchat, Airbnb, LinkedIn, PayPal and Netflix. Our classes are part-time, designed to fit into your work schedule. Our campuses are online and in 15 cities worldwide, including Silicon Valley, New York, Los Angeles and London. See our upcoming courses here: https://prod.school/2T7e23b In addition to classes, each of our campuses hosts weekly events with top industry professionals about Product Management, Data, Coding, Digital Marketing and Blockchain. Click here to see what we have coming up: https://prod.school/2MmtcyU Product leaders from local top tech companies visit Product School campuses each week. Through lectures, panel discussions, and a variety of other forums, the world’s top product managers visit Product School to provide invaluable real-world insights into critical management issues. 📓 The Product Book has arrived! Learn how to become a great Product Manager. Get your copy here: https://prod.school/2Hr2Ih9 #ProductManagement #ProductSchool #Upskill #TechEducation #Business #ProdMgmt #ProductManager #Product #PM #IT #Management #PMP #ProductDesign #FinTech
Views: 104 Product School San Francisco
Product designer? Digital marketer? You want to take your customers through a journey. At first, they’ll be strangers. Later, they’ll be happy customers. Attract attention. Solve problems. Turn customers into advocates. Let’s explore the steps! Find the written transcript here: https://northstories.io/3-customer-journey/
Views: 72 Allan Caeg
The Customer Journey Workshop is an essential part of the user experience design process and enables companies to build products customers love. It's integral to understanding the customer's needs, questions and feelings. This video will cover: - The definition of a customer journey map & when to use it - How to prepare the data, materials, and people for a customer journey workshop - The components of the customer journey map - Filling in the customer journey map template - The facilitator role __________________________________________ RESOURCES & LINKS: Customer Journey Map Template: https://bit.ly/2GMImwC ____________________________________________ ► Subscribe: https://bit.ly/2SRHrSf to learn more about product and UX Follow us on Twitter: https://twitter.com/PlaybookUx Find us on Facebook: https://www.facebook.com/Playbook-UX-2838801703010644/ Learn more about us: https://www.playbookux.com/ ____________________________________________
Views: 128 PlaybookUX
Session Description Experience maps — graphical representations of the interactions an individual may have with a product or service — are invaluable tools in visitor-centered web design. Experience mapping can lead to numerous insights by illustrating what audiences think, feel, and do at various stages in a process. The utility of an experience map stretches beyond web design. By revealing existing gaps and potential opportunities in the overall user experience, these maps can educate stakeholders and drive positive changes and improvements across an entire engagement lifecycle. In this webinar: • You’ll learn the principles behind experience mapping, as well as various techniques for collecting necessary data and information. • You’ll explore an array of tools for illustrating experience maps. • You’ll discover approaches for using experience maps in your projects to ensure a positive user experience. Learn more about mStoner: http://www.mstoner.com
Views: 518 mStoner Inc.
Speaker: Kim Goodwin If you want a team to see the world through users' eyes, there's nothing quite as powerful as involving them in ethnographic field studies. However, teams can still struggle with translating their field experience into product features and design decisions. Journey maps help teams structure and share field data, identify opportunities, and determine what kinds of tools and information to offer and when. The talk is illustrated with field data and a map of the patient journey through serious illness, based on recent work with PatientsLikeMe.com (http://www.patientslikeme.com/) .
Views: 5250 UXLx - User Experience Lisbon
What is experience mapping and why is it important to your UX UI design project and business ROI? Learn how we research and gather information about your users and product to construct the best user interface design for your business.
Views: 11187 FreshTilledSoil
Views: 31 Karem Mieses
Never been to an FITC event? We'd like to change that. Just email us at [email protected] for a VERY special offer! How to improve customer engagement and service delivery in the connected age. Digital transformation is not a buzzword. It’s the promise that your organization can reach new heights by leveraging digital to provide a superior customer experience and optimize your team’s efforts in doing so. At the same time, there are a vast amount of organizations who believe a digital presence alone is enough to meet customer expectations and keep your organization at the forefront of the connected economy. The general approach is typically to just make sure deliverables exist: we have a responsive website; we listen to customers on our social channels and help lines. But this approach does not ask the right questions of how you can drive consumer engagement and retention, and make sure your team is focused on solving the right problems in the most effective manner. To do so, every organization needs to align their digital ecosystem with their customer journey. This talk will introduce the process for and key benefits of aligning your digital ecosystem and team efforts to your customer’s journey, including highlighting how you’ll find new business and growth opportunities, while finding those key insights in how to better connect and provide value to your customers. Lee Dale CEO, Say Yeah! http://twitter.com/smack416 Check out all our events http://fitc.ca https://twitter.com/fitc
Views: 239 fitcevents
Daniel de la Cruz Product Designer and Co-Founder at ChangeLab23 hosted the 1. ever ChangeLab23 Webinar (#Labinar). The central theme of the Labinar was how to create the perfect user journey when re-designing or improving a specific part of your product. • What user journeys are and how they benefit you when re-designing / optimising your product • A practical step-by-step guide on how to design a complete user journey diagram • How to implement user journeys into your project management process (design + dev) process. • How to avoid common project delays with a user journey • How to measure the success of improved user journeys Need any help with your product, give me a shout at [email protected]
Views: 7349 ChangeLab23
Journey maps combine two powerful instruments—storytelling and visualization—in order to help teams understand and address customer needs. For more information, please visit: https://www.nngroup.com/articles/customer-journey-mapping/ #UX #journeymapping #customerjourney #journeymap
Views: 20842 NNgroup
Goed inzicht in de klantervaringen begint met het in kaart brengen van de Customer Journey. In de schoenen van de klant gaan staan om vanuit die positie zijn gedrag, ervaringen en houdingen te bestuderen, levert waardevolle inzichten. Van het moment dat de behoefte tot een product of dienst ontstaat tot het aankoopproces en het gebruik tot de afdanking en/of herhaalaankoop. Lees ook het artikel 'In 7 stappen de reis van de consument in kaart': http://www2.deloitte.com/nl/nl/pages/deloitte-digital/artikelen/in-7-stappen-de-reis-van-de-consument-in-kaart.html
Views: 27236 DeloitteNederland
[Watch the Full Webinar]: https://hubs.ly/H0frlP20 A deep understanding of customer needs is essential for successful innovation in new products and customer experiences. Even more powerful is the ability to assess where customers’ most critical needs exist along their journey with your product or service and how best to respond to those needs to innovate, retain and delight customers. Time and time again we find that many companies continue to rely on the same techniques employed for decades, with predictably disappointing results and fewer “a-ha” insights. Join Applied Marketing Science principal, Kristyn Corrigan, to learn how one tool — customer journey mapping — is changing how companies innovate. In this webinar, you will learn: - Critical success factors for actionable journey mapping - How to identify and understand catalysts and moments of truth - How to extract meaningful insights through understanding customer needs - The power of personas in informing the optimal customer experience
Views: 5 Applied Marketing Science Inc
Do you know how your customers shop in today’s digital world? What are the most influential channels and touch points in their customer journey and how can you impact these? How does this work for the new product category you wish to enter? Find out more at https://goo.gl/pxc8b6
Views: 2497 SKIMvideos
-- Created using PowToon -- Free sign up at http://www.powtoon.com/youtube/ -- Create animated videos and animated presentations for free. PowToon is a free tool that allows you to develop cool animated clips and animated presentations for your website, office meeting, sales pitch, nonprofit fundraiser, product launch, video resume, or anything else you could use an animated explainer video. PowToon's animation templates help you create animated presentations and animated explainer videos from scratch. Anyone can produce awesome animations quickly with PowToon, without the cost or hassle other professional animation services require.
Views: 1375 Lindsey Johnson
What is the difference between a customer journey map and an experience map? We spoke with Jim Kalbach, author of "Mapping Experiences", about his book. He answered some questions, and shared some tips with our CEO, Mariano Suarez-Battan, about experience mapping and remote collaboration in general. Buy "Mapping Experiences" here: https://www.amazon.com/Mapping-Experiences-Complete-Creating-Blueprints/dp/1491923539/ref=sr_1_1?ie=UTF8&qid=1468518144&sr=8-1&keywords=mapping+experiences Get started for free at mural.co
Views: 4510 MURAL
It's time to get down to business! In this episode, Sqr One's Chief Empathy Officer, Ale Wiecek, takes you through the 5 steps of our Customer Journey Mapping Canvas to help you design a positive and friction-less customer experience for your product/service. Download our Customer Journey Map Canvas, FREE, here to help get you started: https://bit.ly/2UbcLZl Want to learn more about how to use Empathy to create better customer experiences? Visit us at http://www.sqrone.com.au
Views: 32 Sqr One
Are you investing in a ton of content that doesn’t land with anybody? In this video, I share exactly how to think about the different types of buyers and the stage they’re in. Are you an entrepreneur? Get free weekly video training here: http://www.danmartell.com/newsletter + Join me on FB: http://FB.com/DanMartell + Connect w/ me live: http://periscope.tv/danmartell + Tweet me: http://twitter.com/danmartell + Instagram awesomeness: http://instagram.com/danmartell Wow, did I ever butcher this joke. “The CEO, CFO, and Marketing Manager walk into the bar...” You can watch the video below to see how I killed my stand-up career before it even started… ...but here’s what I was trying to convey. Depending on WHO you are, you probably have a different need for the same outcome (i.e. a drink). When I was building my startup Flowtown, we had customers who bought our product at $20/month, some at $200/month and even a few at $2K/month! Were they the same? Yes and no. Yes, they all had the same need.... ... but no, they all had a different motivation and reality they were coming from. That’s why I think it’s important to map your marketing strategy to your buyers. Fail to do this and you’ll only be speaking to one type of customer - or the one stage of the buyer's journey. The cool part is there’s a simple framework you can use to clearly identify the type of content that you need to create to help customers move through the funnel quickly to purchase. Here’s a mental model you can use to think through the process... ... starting with each role and the type of information they need. The CEO wants to learn about problem space so he can be better informed to evaluate his need against his vision for the company. The CMO wants to learn more about the specific solutions available and companies using them so he can feel good about his timing decision, and the specific vendor to avoid looking stupid. The Marketing Manager needs to understand the specific features and benefits of each platform so he can map his strategic goals to the product’s key strengths. Each one is potentially looking at your solution under a completely different lens, and searching to answer their questions from a different type of position. Many in the industry call it TOFU (Top of Funnel), MOFU (Middle of Funnel) and BOFU (Bottom of Funnel). My buddy Sujan likes to call it Kung-Fu! :) Regardless of where you’re at, you need to address each stage of the journey with the right content. That’s how you map your marketing strategy to your buyer’s journey. So what stage of business do you have the hardest time creating content for? Post your situation in the comments and let's get some ideas flowing. Just remember, no more bad jokes - I’ve butchered enough for the day. Dan “trying to be funny” Martell Don't forget to share this entrepreneurial advice with your friends, so they can learn too: https://youtu.be/yF4Kex8vrHc ===================== ABOUT DAN MARTELL ===================== “You can only keep what you give away.” That’s the mantra that’s shaped Dan Martell from a struggling 20-something business owner in the Canadian Maritimes (which is waaay out east) to a successful startup founder who’s raised more than $3 million in venture funding and exited not one... not two... but three tech businesses: Clarity.fm, Spheric and Flowtown. You can only keep what you give away. That philosophy has led Dan to invest in 33+ early stage startups such as Udemy, Intercom, Unbounce and Foodspotting. It’s also helped him shape the future of Hootsuite as an advisor to the social media tour de force. An activator, a tech geek, an adrenaline junkie and, yes, a romantic (ask his wife Renee), Dan has recently turned his attention to teaching startups a fundamental, little-discussed lesson that directly impacts their growth: how to scale. You’ll find not only incredible insights in every moment of every talk Dan gives - but also highly actionable takeaways that will propel your business forward. Because Dan gives freely of all that he knows. After all, you can only keep what you give away. Get free training videos, invites to private events, and cutting edge business strategies: http://www.danmartell.com/newsletter
Views: 1612 Dan Martell
Karsten International is the bridge between manufacturers and retailers for non-food consumer products. Whether you are a manufacturer seeking new opportunities within the competitive European market, or a retailer searching for the best value consumer products, Karsten International bridges the gap between manufacturers and retailers. As the only trader between manufacturers and retailers, we remove the thresholds in three ways: we handle the logistics, take care of financial concerns and provide added services for everything involved with the product itself. We can develop your products as customers private label or as our brand. Website: www.karsten.nl Facebook: Facebook.com/karsteninternational LinkedIn: Linkedin.com/company/karsten-international-bv
Views: 2263 Karsten International
For more information, visit http://bit.ly/2HjfVmY Organizations from all industries are looking for ways to provide a superior customer experience. See why Emmanuel Richard, Associate Director for Extens Consulting, believes that no matter your goals, understanding the customer journey can dramatically improve customer experience. Video Transcription: The difference on the market cannot be based on the product or prices anymore. I’m deeply convinced that the experience is the differentiator, and the experience comes from the customer journeys. Brands such as Uber, Airbnb, and Apple have succeeded to disrupt established markets making a difference, not only through the product but also through the experience. Of course, brands need to prioritize the things that will help them improve their customer journeys. The prioritization can be done based on two things: the emotion generated from the customer perspective, and the financial stakes from the company perspective. In order to improve or reinvent the customer journey, brands have to forget processes and think from the customer point of view. Everything has to be easy! But do not forget the employees - if it’s easy for them too, it will be a lot easier for your customers. To conclude, the customer journey is the key to develop real experiences for your customers, improve their loyalty to your brand, and increase the recommendation rate. Connect with us: Facebook: https://www.facebook.com/SitelWorld/ Twitter: https://twitter.com/Sitel_WorldWide LinkedIn: https://www.linkedin.com/company/3095/ Instagram: https://www.instagram.com/sitel_group/
Views: 356 Sitel Group
http://www.b60apps.co.uk/ B60 Chief Executive Chris Williams and UX/UI Consultant Imran Younis discuss UX best practices. In the second part of this UX mini-series, we give you a user journey mapping walkthrough! B60 is Europe's leading mobile consultancy and app development company. Voted best app developer at the Appsters, we help businesses and brands to deliver world class mobile applications. For more information visit http://www.b60apps.co.uk/
Views: 641 B60
Crafting an Easy to Follow Visual Narrative from Disparate Data Sources. Jodine joined us as UX New Zealand 2017. Find out more: http://www.uxnewzealand.com/speakers/jodine-stodart/ Opening animation from our exclusive design partner, Dave Clark Design: http://www.daveclark.co.nz/ Sometimes to tell a convincing customer experience story you have to go big. Size matters when you want to communicate a compelling narrative that spans more than 10 phases across front stage customer experience and backstage customer service and marketing comms. Using a project case study at a high level, this talk will walk through the process and outcomes of journey mapping. Consolidating the insights from 45 research docs and 11 interviews we formed a monster journey map that contained key data, channels, touch points, pain points and opportunities. We terrified the designer with a giant wall of 100 post-its to be translated into a beautiful, easy to follow artefact that was plan printed onto a roll of glossy paper 10 feet long. We impressed and intimidated our stakeholders with the number of post-its on wall, and sheer size of the artefact. We then walked them through a crafted narrative that told a compelling horror story of what it's like to be a customer so that everyone felt their pain. We then helped the stakeholders resolve the pain with a series of workshop exercises to engage them in the map contents and emerge with implementable solutions. Customer Journey Mapping is a fantastic tool for many businesses to gain a cross-organisational view of the customer experience and a holistic view of the customer. Maps help inform decision making on roadmaps that ideally lead to improved consistency and flow when customers interact with your products and services. Learn about what makes a good journey map, what to avoid, and how to engage your stakeholders in the end artefact so it stays alive within the business after it has been created.
Views: 523 Optimal Workshop
LEAVING YOUR MARK! Travel the world and scratch to tell about it. Use this as a life marker to show what you've achieved and experienced, and save it to share your story with generations of your family to come. Just travel and scratch away, and your children's children will know where you've left your mark! GET IT HERE: https://wickedawesomestuph.com/products/journeymap
Views: 1 Wicked Awesome Stuph
ClickFox is an industry leading Customer Journey Analytics and Big Data processing pioneer with extensive technical and industry expertise. At ClickFox, we build software that uncovers the business opportunities impacting every type of experience. Our platform is leveraged to discover end-to-end customer experience, employee and product journeys. Businesses regularly store exabytes of information that can be easily accessed and searched. And yet, a daunting challenge remains: how to get actionable insights out of all the data to each level of the business. We designed our platform to rapidly visualize data so that businesses have comprehensive, dynamic journey views and can perform advanced analytics. ClickFox also exports journey assets to daily operations for insights at every level of the enterprise. For more information, check out our website at https://www.clickfox.com
Views: 2420 ClickFox Journeys
-- Created using Powtoon -- Free sign up at http://www.powtoon.com/youtube/ -- Create animated videos and animated presentations for free. PowToon is a free tool that allows you to develop cool animated clips and animated presentations for your website, office meeting, sales pitch, nonprofit fundraiser, product launch, video resume, or anything else you could use an animated explainer video. PowToon's animation templates help you create animated presentations and animated explainer videos from scratch. Anyone can produce awesome animations quickly with PowToon, without the cost or hassle other professional animation services require.
Views: 162 Anonymous Intruder
Oracle’s Katrina Gosek, Daryn Mason, and Brian Curran detail the new customer journey and the customer experience strategy that followed called Customer Journey Mapping – a process of walking in the customers’ shoes to develop a thorough understanding of the buying process and a physical visualization on a vast, colorful customer journey map. Learn more about customer journey mapping, consumer trends, and customer experience strategies at SmarterCX.com/trends.
Views: 2117 Oracle CX
This webinar is presented jointly by Alvin Jackson, Chief Executive of Spectrum CX and ICG member, Jane Woolley. Customer Journey Mapping helps to bridge the gap between Insight and Customer Experience. The evidence shows that those organisations which deliver a good customer experience, and those which actively manage the customer experience, reap the rewards in terms of increased shareholder value compared to those which do not. Customer Journey Mapping is an important first step in that direction.
Views: 3195 Lucie Wernicke
BrandX is an electronic store selling its products in its various retail outlets and online. It has digitally transformed its business by building simplified integrated systems that make the entire Discover - Buy - Installation process seamless for its customers. Audio Credits: https://www.bensound.com/
Views: 303 Columbus Global
Design thinking and service design use customer journey maps to demonstrate the experience of a customer interacting with a brand, product or service. Here is a video that looks to demonstrate the benefits of this tool to organisations. Which builds on the Infographic produced by Perificient featured in their blog. Link: http://blogs.perficient.com/digitaltransformation/2016/06/09/infographic-7-benefits-of-customer-journey-mapping/
Views: 61 C three
The Sharper Turtle provides concise (4-8 min.) software tutorials for video editing software (PowerDirector - Edius - Media Composer First - Premiere Elements), Office products and other applications.
Views: 2430 Sharper Turtle