Modeling, Measuring and Optimizing the Customer Journey #DXChat


When you hear the phrase "customer journey" it sounds like a fun road-trip with a clear beginning and end, with at tops a few stops on the way for roadside attractions and the regional food specialty. 

But the paths customers take today are anything but predictable, as they start and stop their journeys in fits, making use of multiple platforms, multiple channels and multiple devices to interact with your brand. Mapping these journeys is all the more important as it identifies all of the communication points you may have with your customers as well as finds the pain points and hiccups in their journeys.

What methods have been tried and tested to model these maps? What methods have emerged to measure their success? Join our hour-long Tweet Jam on June 27 at 10 am PT / 1 pm ET / 1700 GMT  as we discuss the ins and outs of customer journey mapping. Everyone in the broader CMSWire audience is encouraged to join using the #DXChat hashtag. We'll post the questions that will guide the conversation the day before the event, so check back then.

The Questions

Our Tweet Jams often go down different rabbit holes, but the following questions will guide the conversation:

  1. What's different about customer journey mapping today versus five years ago?
  2. How often should organizations revisit their customer journey maps?
  3. Who should be involved in customer journey mapping?
  4. How can businesses prioritize which customer touchpoints to focus on?
  5. Is customer journey mapping different for B2B vs B2C? Why or why not?
  6. Has the huge amount of customer data businesses collect added to or detracted from business's understanding of customers?
  7. Would you recommend another technique or tactic over customer journey mapping? If so, what?

Participation Guidelines

A few things to keep in mind:

  • Introduce yourself with your first #dxchat tweet. Include your name, job title and organization you work for.
  • Answer question one with A1, question two with A2, etc. — and always include the #dxchat hashtag. For example, "@bigbird A2 Some people say a yearly review is enough, but with new channels emerging at a rapid rate, I'd recommend every six months, minimum #dxchat"
  • Please don't pitch products or services — stay knowledge focused.
  • Keep the discussion professional, but informal.
  • Remember this is a public chat — be thoughtful.

Confused how to join in? Read this.

We hope to see you there.

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