It's that time again! We're a little over an hour away from this month's Tweet Jam on Customer Journeys -- How do we define them? What are the advantages to customer journey mapping, and how do you measure their value?

Once again this month we have a great group of experts lined up that are sure to keep the conversation going.

The Jam starts at 10am PDT, 1pm EDT, 1700 GMT. Follow us on your favorite Twitter tool using the #CXMChat hashtag, join our chatroom or follow us on Cover-It-live below.

The Questions

Here's another look at the questions we'll be asking at today's Jam:

  1. How do you define the customer journey?
  2. What are the advantages to mapping customer journeys?
  3. What tools/processes do organizations use to map customer journeys?
  4. How do you measure the value of customer journey mapping?
  5. Journeys vs. "Chutes & Ladders" -- can both analogies be right? Does one map better to B2B vs. B2C?
  6. Will big data and predictive analytics make journey mapping irrelevant? What is the relationship between these things?

Final Tips

A couple things to keep in mind:

  • Introduce yourself with your first #cxmchat tweet. Include your name, job title and organization you work for.
  • Subsequent tweets must start with the question number you are responding to and the #cxmchat hashtag. For example, "@bigbird Q5 customer communities are not always necessary for every business #cxmchat"
  • Please don't pitch products or services -- stay knowledge focused.
  • Keep the discussion professional, but informal.
  • Remember that this is a public chat -- be thoughtful.