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By CX Show: Conversations on Customer Experience. Discovered by Player FM and our community — copyright is owned by the publisher, not Player FM, and audio is streamed directly from their servers. Hit the Subscribe button to track updates in Player FM, or paste the feed URL into other podcast apps.
In this episode of CX Insider, we talk to Kerri Nelson, Founder & CEO of CustomersFirst Now, about how customer journey mapping can really serve as a vital exercise for improving the customer experience. We'll also discuss the importance of understanding not only what customers say, but also what they do. Finally, we'll learn what it takes to operationalize the key findings of customer surveys and mapping exercises - ensuring that the outcome is more than just a pretty picture on the wall.