Customer Journey Mapping – are ‘static’ maps a waste of time and money? – I J Golding

If you have ever heard me speak, or read something I have ‘penned’, you will know that I am a huge believer in the application of the ‘science’ of customer experience – an understanding of; and the ability to apply; the competencies that sit behind Source: Customer Journey Mapping – are ‘static’ maps a waste […]

Is it the lower ‘customer cost’ over digital service channels that shows lack of good customer experience by brands?

As a Customer Experience professional, I am extremely sensitive to Customer Service failings. Had a few in the last weeks and decided to write about them. Working in the Customer Experience industry, I see the desire to push toward Digital service – either as email, or via Social Media. From a Customer perspective, these channels […]