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Jazmine
Customer journey analysis and optimization is among the top investment priorities for customer experience practitioners, according to the CMSWire State of Digital Customer Experience 2021 report. It trailed the top area: analytics, insights and dashboarding.
Customer journey mapping combines a lot of those two investment areas. It is a discipline that involves interdepartmental collaboration, research, technology and customer data management. The goal? Determine how customers interact with brands from marketing to acquisition to onboarding to loyalty programs and lifetime customer value efforts and improve customer experience along those journeys. Ultimately, create the ideal customer journey map.
Organizations approach customer journey mapping in many ways. Here, weâll explore some of the foundational elements, the initial steps in crafting a customer journey mapping program.
CX Decoded by CMSWire cmswire.com - get the latest breaking news, showbiz & celebrity photos, sport news & rumours, viral videos and top stories from cmswire.com Daily Mail and Mail on Sunday newspapers.
Today s consumer wants control. Over what and how they buy, how long they ll wait for shipping, and even how they communicate with the brands they trust. The problem with that is that there is no longer a single way that brands can reach out to consumers in need, which can lead to repeated conversations and frustrated consumers. We asked a digital expert what brands can do to improve their digital customer service.
2020, right?
Weâre well into 2021 now, but customer experience professionals and marketers still feel the remnants of one of the most challenging years for brands in terms of delivering digital customer experiences to customers and prospects.
The CMSWire State of the Digital Customer Experience 2021 report covered these challenges, which included organizational and data silos, rigid bureaucracies, immature infrastructure, scarce resources, outdated thinking, immature measurement and difficulties in understanding customers. These were just some of the common and persistent hurdles, according to the reportâs executive summary by Brice Dunwoodie, CEO and founder of Simpler Media Group, which publishes CX Decoded and CMSWire.com.
Florian Daniel Appointed Chief Information Officer at Deutsche Hospitality
Deutsche Hospitality is taking a further important step along its pathway to restructuring. Florian Daniel has been appointed to the newly created position of Chief Information Officer with immediate effect. In his capacity as CIO, Mr. Daniel will be responsible for the areas of Commercial & Business Systems, Digital Customer Experience, Data Science & Analytics, Technology Innovation & Enterprise Architecture as well as Infrastructure & Data Security and Business Efficiency & Integration Capabilities, and advances the digital transformation of the company.
“Optimisation and digital realignment is fundamental to Deutsche Hospitality’s growth strategy,” stated Marcus Bernhardt, CEO of Steigenberger Hotels AG/Deutsche Hospitality. “Our endeavours to establish a joint IT platform together with our shareholder Huazhu and to develop new creative solutions for our partners and our guests are the logi