Insights from journey mapping lead to breakthroughs for Sotheby’s

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An exceptional and rare panorama vividly brings to life a journey from London to Hong Kong circa 1860. The sale will take place during 19th Century Week at Sotheby’s, alongside our sales of 19th century european paintings, Victorian, Pre-Raphaelite & british impressionist art, and 19th Century Sculpture.

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This quest for marketing perfection is not in vain-during the next five years or so, we’re likely to see a radical integration of the consumer experience across physical and virtual environments. Already, the consumer decision journey has been altered by the ubiquity of big data, the Internet of Things, and advances in web coding and design. 1

Key Insights. As I reflect back on this exercise there were several outcomes that proved journey mapping to be the right exercise for our team. If you plan to do something similar in a contact center environment, here are some areas of focus to get the most value: Be sure to map out the full journey, not just the customer interaction.

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If you want to truly capture your customers’ journey, and leverage the intended value of a journey mapping initiative, you need to conduct journey research. In this article, We outline the key attributes of journey research and discuss why qualitative research techniques are the most effective form of Journey Research.

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