Businesses are getting better at collecting (customer) data but struggle to share it across departmental silos.
Do customer journey mapping activities really have to be carried our separately from customer listening (VoC)?
Are some of your loyal customers actually trapped? If so, they could be skewing your CX and financial metrics.
A Net Promoter Score (NPS) based listening system can be very ineffective when deployed incorrectly.
Customers go through a journey as they interact with various touch-points. Experience Trails mimic these journeys.