Host Greg Kihlström talks with Eytan Hattem about a better way to think about #nps and #csat scores in terms of the customer journey on the latest episode of The Agile Brand with Greg Kihlström #podcast
Journey mapping, journey management, and journey orchestration are distinct practices that each play a crucial role in enhancing the customer experience. In a podcast episode, Aidan Haddam, CEO and co-founder of Semantica, delves into the nuances of these practices.
Journey Mapping: This practice involves mapping a customer’s journey based on a persona, identifying experience frictions, and uncovering opportunities for enhancing the customer experience. It serves as a tool to gain insights into the customer journey and pinpoint areas for improvement.
Journey Management: Journey management extends beyond mapping and focuses on continuously improving the customer journey. It entails transforming identified opportunities into solutions, prioritizing them, executing projects, measuring outcomes, and refining the cycle. By ensuring that the customer journey is consistently optimized to meet evolving customer needs and organizational goals, journey management plays a pivotal role in enhancing the overall customer experience.
Journey Orchestration: Journey orchestration, while not a replacement for journey management, complements it by leveraging data and insights to personalize customer touchpoints based on individual behavior or persona segmentation. This practice aids in making data-driven decisions to enhance the customer experience.
Don’t miss a thing. Hear directly from leading brands and marketing technology platforms about the challenges and opportunities facing marketers today, from AI to building customer lifetime value as well as business value. The Agile Brand™ features executives and thought leaders from top brands and platforms discussing the trends driving the industry forward, like first-party data strategies, artificial intelligence, consumer data privacy, omnichannel customer experience, and more. The Agile Brand is hosted by Greg Kihlström, advisor and consultant to leading brands, speaker, entrepreneur, and best-selling author. It provides a fresh perspective on the continually evolving dynamic between brands and the audiences they serve.
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