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