Customer Journey Management (2): The strategic vision
Journey Management: From implementation to realization Why has the topic of Customer Journey Management risen to the top of many companies’ agendas? Do Journey Management platforms really provide a better view of the customer experience? Can CX be managed even more successfully with them? These are the questions that cxomni’s Head of Innovation Wolfgang Weber […]
Customer Journey Management (1): Definition and benefits in a nutshell
Why has Customer Journey Management become so important for a lot of companies? Do Journey Management platforms really provide a better understanding of the customer’s perspective? Can CX be managed even more successfully with these tools? These are the questions that cxomni CEO Wolfgang Weber and Joana de Quintanilha, Vice President and Principal Analyst at […]
Expert Webcast: Free the Journey Map from the digital filing cabinet!
Best practices for the sustainable use of customer journey maps Webcast Journey Mapping & Journey Management This webcast shows: Journey Mapping must be part of today’s business management process: be it for the development of service offerings, the introduction of new products and features or for process optimizations at touchpoints. How can CX teams ensure […]
cxomni featuring Forrester: Expert Webcast on Journey Management Frameworks
Wolfgang Weber, CEO and founder of cxomni, and Joana de Quintanilha, Vice President and Principal Analyst at Forrester, discuss the latest trends and developments in the areas of Journey Management and present best practices and strategies that help companies address their customers’ expectations.
Journey Management Frameworks are on the rise!
Read in our latest playbook why journey management frameworks are on the rise and how you can use them to standardize and structure CX projects.
Playbook: Introduction of a holistic Journey Management Framework
How to manage complex CX projects! With this Journey Management Playbook, you’ll lay the foundation for a framework, implement the right governance tools, and ensure effective use of insights from your organization’s journeys. An active Journey Management Framework fosters customer-centric collaboration by connecting frontline departments and their individual initiatives into one big picture. Complex customer […]
Case Study LV 1871: Database-related Customer Journey Mapping
Read how Munich-based life insurance LV 1871 integrates customer experience into its corporate strategy and optimizes CX management with customer journey mapping software.
Customer Journey Management: How new touchpoints gain relevance
The trend toward online shopping has continued steadily among consumers since 2020. Studies show: Corona-related lockdowns in particular have ensured that even more purchases are made online and that this pandemic consumer behavior will continue. B2B buyers are also increasingly becoming omnichannel shoppers. According to experts at Gartner, B2B buyers expect 59% of sales to […]
Customer Journey Mapping Guide
In this guideline you will find everything you need to get started with the Customer Journey Mapping methodology. Download your free copy now!
NPS, CSAT & Co: Sustainable measurement of CX results
What does CX have to do with data management? Quite simply, KPIs such as CSAT or NPS and reports are powerful arguments when it comes to the business impact of a CX strategy.