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Channel / Omnichannel

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

October 12, 2022

Watch Time: 3 Minutes

Resource by: Hank Brigman
Hank Brigman, Service Journey Strategies' SVP/Practice Lead, shares the rethinking required to deliver omnichannel experiences that meet your customers where they are – the purpose of their service journey.

Customer Experience Terms – A Simple Hierarchy to Use
Runtime 1:31

The Three Key Factors Challenging Exceptional Omnichannel Experiences.
Runtime 5:24

Rethinking Focus: The Benefit of Shifting From Silos to Service Journeys
Runtime 5:49

Rethinking Strategy: The benefit of Shifting From Channel Strategy to Service Journey Strategy by Channel
Runtime 4:23

Rethinking Communication: The Benefits of Shifting From Segment or persona to the individual
Runtime 6:44

Rethinking the Model: The Benefits of Layering a Journey Model Over Your Departmental Model
Runtime 3:42

Rethinking CX Measurements: A More Customer-Centric Way to Measure CX and its ROI
Runtime 3:10

Rethinking CX Scope: Seize the Benefits of Shifting from Journey Tactics to Enterprise Model and Focus
Runtime 2:21

A Chorus of Support for a Journey Approach as the Future of CX and Organizations
Runtime 1:47

Leveraging The Maturity Model to Rethink Your Situation
Runtime 3:31

Exceptional Requires Rethinking
Runtime 3:39

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What is a Service Journey?

The path taken by an individual interacting with any combination of touchpoints regarding an interest, need, request or requirement.
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About The Author

Hank Brigman is passionate about helping organizations consistently deliver outstanding journey outcomes for customers, employees and the bottom line. A customer experience innovator, Brigman co-invented a mapping methodology, developed an original formula correlating Net Promoter to revenue, added “touchpoint” to Wikipedia, authored the best seller “TOUCHPOiNT POWER! and has given keynotes for conferences on five continents. In-house and as a consultant, his work worldwide has positively impacted companies in the billions (USD).