Aug 07, 2017
Boston CXFS Conference – Customer Journey Mapping Roundtable
The digital marketplace presents new challenges for CX researchers, with a multitude of possible interaction points customers can have with your brand across channels. Customer journey mapping has become an essential tool to provide on-brand, high-quality, consistent experiences throughout every touchpoint.
- “In CX, change is the only constant”, Natalie Higgins at Citizens Bank
- “Just do it and get started!” Rich Dorfman at Eastern Bank
- “Keep it simple” Alan Bergstrom at Community Choice Market Union
- “Empower your associates to surprise and delight your customers” Joseph Whitchurch at Capital One
One thing that stood out to us was that many organizations are executing CJM projects primarily through internal conversations, without any customer inputs.
We believe that infusing the actual voice of the customer into the journey mapping engagement is critical in truly understanding the journey while also mitigating gaps between internal perspectives and those of your customers.
To help organizations do this, Maru/edr has developed 3 Customer Journey Mapping Quick Start programs. Learn more about them on our website.
Overall, the conference led to many productive discussions and we are excited to help organizations “uncover their customers’ smile” and usher in the next generation of financial services customer experience!
In the spirit of collaboration, Maru/edr has created an online group to foster discussion and to enable CX leaders to connect and learn from each other. Request to join the CX Leadership Community here!