customer journey

8 Articles and Podcasts
Scaling Customer Support: Blending People and Tech for Digital Growth

Embracing a CX approach based on appreciation and respect for your global customers can lead to sustained growth in an ever-diversifying market.

Culturally Aligned Customer Experience – Growth, New Markets, and Customer Intimacy

Embracing a CX approach based on appreciation and respect for your global customers can lead to sustained growth in an ever-diversifying market.

Beyond brand NPS and CSAT; It’s time to recognize the voice of the customer

With continuing advances in the tools and methods available to analyse unstructured customer data, there is a wealth of insight to be gained from Voice of the Customer (VoC) feedback in particular, which is often left untapped.

Unlock the value of retail interactions: The roles of convenience and conversation

This eBook will explore the different benefits of convenience (digital and self-service automation tools) and conversation (human interaction) and how each can generate
considerable value when applied correctly

Designing Customer Journeys For Better Business Outcomes

Customer journey mapping is critically important and can drive a transformation program to success by helping to understand exactly how customers are behaving.

How Do You Map A Customer Journey?

Whilst looking at the touchpoints in a journey is critical, it cannot tell the whole story. Your customer journey map should show the capabilities deployed by the organization prior, during, and after the touchpoints.

Defining The Modern Customer Journey

Manage and understand your customer expectations and then explicitly consider the actions that will influence future loyalty and advocacy if you want to successfully manage your future customer journeys.

How the travel industry can level-up with personalization (and unlock its possibilities)

Personalization can be the travel industry’s secret weapon in attracting and retaining traveling customers. How many of us remember these […]

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