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Customer journey mapping provides a view into the customer mindset, helping to re-shape key aspects of the business customer experience How this...

Case Study: Customer Experience Insights Drive Bank Growth Meet Alan, a Touchpoint Mapping On-Demand client who discovered what his customers needed,...

“This engagement gave me actionable customer insights, which helps us guide our partners, marketing, and branding. It even helps us build a better...

“Touchpoint Mapping® gave us data... that proved our perceptions were completely wrong. That was really helpful and eye-opening.” A community bank’s...

Clarifying a brand increases awareness, loyalty and donations to this nine-million-member non-profit, without reducing giving to other programs. How...

“Touchpoint Mapping aligned our management team’s perceptions and priorities by clearly showing what our customers think and need. It quantifies...

A $5B insurance company’s CX training delivers a competitive edge through greater customer empathy. Training employees to better deliver against...

A lack of integrated strategy across an array of customer touchpoints impeded the ability to create true advocates out of midmarket customers....

A host of unique challenges drives a highly specialized AI study to augment Voice-of-Customer capabilities. Supercharging a VoC Program with AI helps...

$8 billion online advertising platform leverages a VoC system to boost business-customer loyalty, engagement and revenue. A VoC program paves the way...

$170B technology company’s customer-experience initiative significantly bumps satisfaction scores and the bottom line. A pilot program reduces...

Every change had significant impact. For example, by adding a single missing touchpoint at the loan servicing handoff, we boosted customer...