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Service Journey Strategy resources made just for you.
LATEST RESOURCE
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Journey Focus / Management
Case Study – How Addressing Silo/Journey Friction Improved KPIs
Silos – they hurt our customer and employee experiences, efficiency and bottom line. This short 4-minute case study video details the problem and a simple step a company took that improved KPIs. The transformational results were achieved by changing internal thinking and actions....
Watch Time: 4 Minutes
April 5, 2023
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
March 23, 2023
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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
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
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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
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
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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
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