Key takeaways:
Onboarding new marketing or CX employees is often neglected or inadequate.
A customer journey map (CJM) helps new hires understand company operations and customer interactions independently.
CJMs reduce and improve...
Key takeaways:
Customer journey mapping offers a solution to improve government service delivery by empathizing with citizens.
Agencies gain insights to address specific pain points, enhancing accessibility and streamlining processes.
Interventions like...
Key takeaways:
CJMs provide CEOs with insight into marketing activities and KPIs for strategic evaluation.
Improved collaboration between departments is facilitated by sharing CJMs, reducing communication barriers.
CJMs serve as a knowledge...
Key takeaways:
Crafting CJMs can be overwhelming due to intricate interactions and variables.
Marketers struggle with managing and integrating abundant data from various sources.
Continuous updates and maintenance are challenging due to...
Key takeaways:
AI can analyze vast amounts of data in customer journey maps, identifying patterns and outliers to enhance insights.
It has the potential to provide context to data anomalies by...
Key takeaways:
New activities/touchpoints can be added to the CJM immediately, with discussions ideally scheduled every 2 weeks or monthly.
Data updates, if included in the CJM, should occur bi-weekly or...
Key takeaways:
Customer journey maps can analyze past interactions but not predict future behavior.
They highlight customer perspectives but don't translate brand messages into customer-friendly language.
These maps identify surface-level issues but...
Key takeaways:
CJMs enhance remarketing campaigns by providing insights into the customer journey.
They facilitate precise ad targeting by categorizing customers based on their journey stage.
Crafting relevant messaging tailored to each...
