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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It contains a unique combination of perspectives: the CEO perspective and the CX transformation lead perspective.
And in between these two parts of the book, she also shares a chapter on the role of AI in experience.

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More info? 
LinkedIn -> https://www.linkedin.com/in/zannavdun/
YouTube -> https://www.youtube.com/@dr.zannavanderaa
Website -> https://zannavanderaa.com/
Dutch version podcast -> https://beleving.buzzsprout.com