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Journey Focus / Management

The Six Rethinks

November 14, 2022

Watch Time: 5 Minutes

Resource by: Hank Brigman
Learn the six rethinks required to survive and thrive in the Journey economy.

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

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

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

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

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

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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).