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

September 8, 2022

Watch Time: 43 Minutes

Resource by: Hank Brigman
During this CMSWire webinar, Hank Brigman walks you through his approach for breaking down silos and optimizing your business outcomes using a journey approach.

Understanding the Journey Economy

Runtime: 11:33

How to Win the Journey Economy – The Journey Model Solution

Runtime: 20:18

The Maturing of Customer Experience Management and what that means

Runtime: 2:51

The Power of a Name to Impact Customers, Employees, the Organization

Runtime: 1:53

Individualization not Personalization

Runtime: 2:34

Developing a Channel Strategy that isn’t a Channel Strategy

Runtime: 1:58

Better Integrating 5 Critical CX Activities to Improve Results

Runtime: 3:24

The Importance of Touchpoint to Touchpoint (T2) Conversions

Runtime: 0:51

Executing and Orchestrating Touchpoints

Runtime: 1:29

How to Layer a Journey Model over your Silo Structure

Runtime: 3:05

Support for a Journey Approach

Runtime: 1:21

Q&A How does a Journey Model help Improve Measuring CX

Runtime: 2:32

Q&A Where to Start your Journey Approach

Runtime: 2:11

Q&A Hank’s Opinion of the most Important Emerging CX Technology

Runtime: 2:29

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Interested in learning more about how your organization can reap the benefits of identifying and renaming your customers’ service journeys? I am happy to help.
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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).