I'm never doing CX the old way again!

I'm in the middle of a significant project, shaping a CX strategy for one of the top 25 global brands. It's not my first rodeo, of course, with over 30 years in the field and having had the privilege to do CX strategy for industry giants like McDonald's, AT&T, Wells Fargo, and FedEx, I thought I'd seen a few good upgrades to our industry over the years....but this thing from Cemantica is next level.

Full Disclosure, I've been partnered with Cemantica for the last 2 years and I've always liked their solution. It's just that this new version is easier to use, has more clearly useful features and saved me several months of CX work...so yeah. I'm posting about it.

So seriously... what's the big deal?

Journey mapping the old way presented a slew of challenges. We were stuck trying to manually collate and analyze data from a multitude of different sources, a process that was not only time-consuming but also left room for error.

Without a streamlined system, we faced difficulties in achieving a complete, cohesive understanding of the customer journey. Data was disjointed, insights were scattered and the resulting map often lacked depth and context. It was hard to assign clear responsibilities to different departments making accountability a constant issue.

Furthermore, tying campaigns to specific touchpoints and gauging their effectiveness was more of guesswork than a data-driven strategy. In essence, the old way of journey mapping was a resource-intensive process with its fair share of blind spots.

Now there is a better way

Here's why the latest advancements from Cemantica stand out and how you can leverage the platform to optimize your CX strategy:

Plug-and-Play Data Integration

Data is the lifeblood of any CX strategy but managing it can be a hassle. With Cemantica, you're able to connect directly with over 70 different data sources, making the data integration process smooth and efficient. This translates to faster insights and more time spent on strategy development.

Here's how it works: In your Cemantica dashboard, you can select your data source and simply connect it. The platform does the heavy lifting, integrating your data and making it ready for analysis. This powerful feature saves you the trouble of handling data manually and allows you to focus on what matters – understanding your customer journey.

A New Level of Detail in Journey Mapping

Cemantica takes journey mapping to a whole new level by introducing multiple "EASIER TO USE" layers. This functionality shows you the journey, the data sets, the departments and the campaigns all in one place. But it's more than just a pretty visual – it's a robust tool that aids in strategy development.

Here's the trick: Start by mapping out your customer journey as you normally would; then, add your data sets to provide depth and context to each touchpoint. You can even assign different departments to touchpoints bringing clarity and accountability to your team. Finally, tie in your campaigns to see how they align with your customer journey. By viewing these elements in unison, you get a comprehensive understanding of your CX strategy and how each piece contributes to the whole.

Multi-Layered Journey Mapping

Cemantica redefines journey mapping by integrating multiple layers, including data sets, departments and campaigns, all visible in one place. You begin by plotting out your customer journey as you normally would but now you have a chance to enhance each touchpoint with additional context that enables you to assign departments to touchpoints for clearer team responsibilities, align your campaigns, plot campaign time periods through the year and map to revenue.

This comprehensive view fosters entirely new value for your CX strategy.

Deeper Dive into Journey Mapping

The platform's journey mapping feature takes you beyond surface-level touchpoints and into the context behind each interaction. After mapping the customer journey, you add depth with datasets clarifying the reasons behind each step. The platform allows you to assign departments to touchpoints and track the impact of your campaigns. Viewing these elements in unison gives you a 360-degree view of your CX strategy. And that's just a glimpse of Cemantica's capabilities.

The fact is, I've only begun to describe what Cemantica can do. Its powerful features have made my current project go more smoothly than previous ones. If you're interested in hearing more about how it's going, I'm more than willing to share.?

Connect with me anytime to talk CX.

Also...Here's a link for a free trial of Cemantica.