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

September 8, 2022

Watch Time: 2 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 for conferences on five continents. In-house and as a consultant, his work worldwide has positively impacted companies in the billions (USD).