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Service Journey Strategy resources made just for you.

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LATEST RESOURCE

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
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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
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Includes Closed Captioning

Channel / Omnichannel

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

In this CMSWire webinar, Hank Brigman, our SVP, shares the six areas that need rethinking to deliver the omnichannel experiences that meet your customers where they are – the purpose of their service journeys. Choose from 11 topics ranging from 1:31 to 6:44 long Or Watch the 57-minute webinar
Watch Time:  60 Minutes

October 12, 2022
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Journey Focus / Management

The Conflict that Must be Solved to Optimize CX

The structural inefficiencies of silos have been the source of complaints for decades. Silos typically have a leader and their own tools, data, budget, teams and metrics— each contributing to its vertical focus. The conflict lies in the fact that our customers’ journeys traverse across silos. In other words, customers are traveling horizontally across the vertical focus of silos.
Read Time:  3 Minutes

October 10, 2022
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Technology / Data Flow

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

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

September 8, 2022
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CX Transformation Maturity Model

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

The structural conflict that acts as a barrier to optimizing CX The structural inefficiencies of silos have been the source of complaints for decades.  There are both departmental silos and responsibility silos. Silos typically have a leader and its own tools, data, budget, teams and metrics and each of these contributes to its vertical focus. The conflict lies in the
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.