Emily Jacoby

Love of experiences that make positive impacts. Boy mom and working woman... the balance of life keeps me pushing for greater things 🌟

[Emily Jacoby @jacoby_emily]

Thanks for making my first Tweet jam fun (and not scary)! Great conversations. #dxchat

[Emily Jacoby @jacoby_emily]

A7 As a compliment to (or after), using Service Blueprints will show the internal correlation between the customer's journey and what the internal teams are doing during and between touchpoints. #dxchat

[Emily Jacoby @jacoby_emily]

A6 Definitely added to, but also added a level of complexity of knowing what data is most important and how to analyze it. With more data, Analysts and Data Scientists or technology is needed to help dissect, find trends and see "the diamonds in the rough". #dxchat

[Emily Jacoby @jacoby_emily]

A5 Yes and no. The steps to complete a mapping are the same, but the drivers of the actions most likely differ. #dxchat

[Emily Jacoby @jacoby_emily]

A4 The touchpoints that are seen as negatives or low emotional points for a customer first. Then understand the impacts of it and determine what the business is doing. From there begin to investigate the issue and prioritize potential changes/solutions. #dxchat

[Emily Jacoby @jacoby_emily]

A3 Start the mappings with the internal teams that know/support/are involved in the journey and then bring that to the customer. As @kerrybodine advises, you need to (in)validate the actions to have a true view point and build from there. #dxchat

[Emily Jacoby @jacoby_emily]

A2 Revisiting a customer journey map should depend on the factors within the map that may change. Have some of the channels or tech changed? Have service options been updated? Review often and change when elements within the journey are affected. #dxchat

[Emily Jacoby @jacoby_emily]

A1 A difference with customer journey mapping today vs 5 years ago is the common use of the tool. People are talking about it more and it's being used more widely across different parts of an organization #dxchat

[Emily Jacoby @jacoby_emily]

Hi, I'm Emily Jacoby, Service Design Manager at @WidenEnterprise. This is my first Tweet Jam! #dxchat

[Emily Jacoby @jacoby_emily]

HubSpot Learned That When It Comes To Customer Success, Everything Counts In Large Amounts via @forbes https://t.co/R69SqFywHj

[WIDEN, an Acquia company @Widen]

Widen celebrated 70 years in business today the only way we know how – cupcakes, streamers, and dogs.

[Jamin Hegeman @jamin]

Quote of the day: “What’s a customer experience transformation without service design?”

[Global Service Jam @GSJam]

Do you want to really know what a #prototype of #servicedesign and #designthinking could be? Come to #GSJam! It might make you become a doer from a thinker!

Cannot find a #GSJam near you? Why not just host one?
More info https://t.co/kQfnXXQi6n
or https://t.co/HVttJ5Y5jN /dd

[Adrian Swinscoe @adrianswinscoe]

The Cycle of Success: a Blueprint for Customer Success Teams https://t.co/XG2yXq3HoW

[Social Marketing Solutions @SocialMktgSltns]

Experience is a hard teacher because she gives the test first, the lesson afterwards. - Vernon Law

[Josh Goodman @JustJOSH_ingYa]

Burger King just released one of the best anti-bullying PSAs I've ever seen

[WIDEN, an Acquia company @Widen]

We're looking for a great Software Implementation Consultant. https://t.co/AJ1P8QcvRK

[Emily Jacoby @jacoby_emily]

Last session of a great conference! Jeff Poland sharing some journeys @SDNUSConf #SDNUS17

[Emily Jacoby @jacoby_emily]

@"Why Working Hobbies Makes You Better at Your Job" https://t.co/6U75B2KTE1 on @LinkedIn

[SDN U.S. Conference @SDNUSConf]

Izac Ross @zaic's pilot planning canvas. How do you pilot services? (Photo by @jacoby_emily) #sdnus17