RESOURCE CENTER

Service Journey Strategy resources made just for you.

Image

LATEST RESOURCE

Includes Closed Captioning

Journey Focus / Management

The Six Rethinks

Six topics to rethink to improve outcomes for customers, employees and the organization....
Watch Time:  5 Minutes

November 14, 2022
Image

Includes Closed Captioning

Journey Focus / Management

Webinar: A Holistic Approach to Journey Management

Shift from a silo to a journey focus to better align customer experience (CX) activities, technology, data, people and process to improve the results of your customers’ service journeys.
Watch Time:  10 Minutes

November 10, 2022
Image
CX Transformation Maturity Model

Whitepaper: How to Win the Journey Economy

More than concepts, How to Win the Journey Economy shares a CX Transformation Maturity Model that helps organizations see where they are and the stages to achieve to improve CX maturity and results.
Read Time:  60 Minutes

October 12, 2022
Image

Includes Closed Captioning

Channel / Omnichannel

Exceptional Omnichannel Customer Experience: What is Looks Like, How to Achieve & Measure It

Choose from 11 videos ranging from 1:31 to 6:44 long or watch the 57-minute webinar. In this CMSWire webinar, learn the six areas that need rethinking to deliver the omnichannel experiences that meet your customers where they are – the purpose of their service journeys.
Watch Time:  3 Minutes

October 12, 2022
Image
Journey Focus / Management

The Conflict that Must be Solved to Optimize CX

There is a structural conflict between silos and customer journeys that must be addressed. A short read to provides an overview of the conflict and a four-stage model to address the conflict.
Read Time:  3 Minutes

October 10, 2022
Image

Includes Closed Captioning

Technology / Data Flow

Webinar: Finally, An Approach to Customer Experience that Breaks Down Silos and Optimizes Outcomes

Choose from 14 videos ranging from 1:21 to 20:18 long or watch the 43-minute webinar. During this CMSWire webinar, Hank Brigman walks you through our approach for breaking down silos and optimizing outcomes applying a journey approach.
Watch Time:  2 Minutes

September 8, 2022
Image
CX Transformation Maturity Model

Four Stages To Implementing a CX Transformation: From Mapping To Dataflow to Your Journey Model

In which stage is your org and how far along the four stages does your org need to progress? A detailed dive into the stages, their prerequisites, steps and benefits.
Read Time:  20 Minutes

August 15, 2022

Learn more about how to better utilize service journeys within your organization

We are dedicated to helping overcome the conflict to produce great CX and business results. Find out how.