• Stop measuring touchpoints EPS #24

  • Feb 5 2024
  • Duración: 20 m
  • Podcast

Stop measuring touchpoints EPS #24 Por arte de portada

Stop measuring touchpoints EPS #24

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    For timestamps see below.

    Stop measuring touchpoints…? Que?

    That was the response from several CX colleagues on LinkedIn when I posted the quote that I think we should stop measuring touchpoints and focus on the journey instead.

    Of course, in 1 post and 1 picture I can not share too many nuances, so I decided to make a podcast to give some context and also answer some of the specific remarks.

    So if you want to know:

    • How channels, touchpoints, journeys, life cycles are connected
    • What the risks are of measuring touchpoints
    • Why you struggle to mobilize your organisation with your touchpoint measurements
    • Why you need an integrated approach to finding drivers and not a zoomed-in approach on separate touchpoints

    Then I’m sure you will value the perspectives I share in this podcast!

    They are not “the truth”, it’s just what I have seen to work and not work in my years of running CX transformation programs.

    Enjoy!
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