La Customer Journey è arrivata al capolinea?

According to John Seely Brown, ‘the half-life of a learned skill is now just five years’ (2). Customer journey mapping has been around for almost 10 years, so is it teetering on obsolescence. There’s plenty of evidence to suggest it is.

Conferences are filled with consultants claiming they saved the world with journey mapping, while every enthusiastic amateur with a sharpie is now a ‘journey mapping expert’.

So is it time to abandon the tool that has underpinned customer experience transformation for the last 10 years?

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Forbes: 5 trend di Customer Service per il 2015


NOTA AICEX: il customer service diventerà sempre più critico. Esaminiamo i trend per il 2015 — 

In the future customer service will become increasingly savvy about how to deal with issues early on, even preventing them. Mobile technology, sensors and voice recognition will allow companies to communicate with the customer and add value in new ways. However most companies just aren’t there yet. They’re still figuring out social support.

I encourage you to think about how these five customer service trends will affect your customer service offering in 2015:

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