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Channel / Omnichannel

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

October 12, 2022

Watch Time: 60 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 on six continents. In-house and as a consultant, his work worldwide has positively impacted companies in the billions (USD).