CXotR: 5 Must-Have Elements for Customer Journey Maps

Apr 29, 2025

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By Dave Seaton

A well-crafted customer journey map rallies your colleagues around the customer’s needs, engages the executive leadership team, and primes your organization to change. It shows you where to invest your limited resources to create the greatest impact on customer experiences and business objectives. While each customer journey map is different, these 5 elements must be on every map to drive business value..... Read the Full Article

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Employee Experience is the New CX... Until You Actually Have to Fix It

By JP Dumas

Let’s get one thing straight: If I had a dollar for every time someone said “employee experience drives customer experience,” I could retire early and live off the earnings of my motivational posters. But here’s the thing—most companies are great at saying EX matters. Actually doing something about it? Whole different game.

Here’s what I’ve learned after two decades in the trenches of CX leadership... Read the Full Article

Powering Customer Relationships with Omnichannel: How Energy Providers Meet Demand

By Jason Ten-Pow

Automation has its place, but for energy companies, phone is the channel of choice. Jason Ten-Pow explains why... Read the Full Article

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