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Service Journey Strategy resources made just for you.

LATEST RESOURCE

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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

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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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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

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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

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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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