Usermind Resources

Whitepapers, Reports & Ebooks

Report
Usermind Named a Leader in The Forrester Wave™: Journey Orchestration Platforms, Q2 2020

Usermind Named a Leader in The Forrester Wave™: Journey Orchestration Platforms, Q2 2020

The Forrester Wave™ names Usermind a Strong Performer. In the Q4 2018 edition of the Journey Orchestration Platform Wave, Forrester evaluates two categories within journey analytics: journey visioning and journey orchestration.

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Report
Report: The 2020 Journey Maturity Survey

Report: The 2020 Journey Maturity Survey

Customer journeys have become a front and center strategic initiative for organizations that want to apply a more customer-centric lens to the way they do business. But every organization is at a different point in their understanding, adoption, and

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Whitepaper
Experience Orchestration: Exceeding Customer Expectations in the Age of the Customer

Experience Orchestration: Exceeding Customer Expectations in the Age of the Customer

CX has emerged as a board level initiative at every Fortune 500 enterprise. Learn how leading enterprises are transforming their CX strategy, org structure and technology to compete in a highly competitive world where customer experience is king.

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Whitepaper
Journey Mapping + Orchestration = Money in (and for) the Bank

Journey Mapping + Orchestration = Money in (and for) the Bank

Learn how Journey Mapping and Orchestration can work together to optimize the onboarding journey and lead to account holder loyalty and ongoing ROI

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Whitepaper
Embracing CX opportunities across financial services

Embracing CX opportunities across financial services

As financial services become fully digital, customer expectations have gone through the roof. Learn how financial services can embrace CX and where they need to focus in order to differentiate in the market.

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Whitepaper
Surviving Disruption: Why Customer Experience is the single most important discipline for enterprises today

Surviving Disruption: Why Customer Experience is the single most important discipline for enterprises today

Technology companies have redefined how today's customers expect to interact with companies and products. Learn how customer experience can be used as a strategic differentiator for driving growth, generating loyalty, and winning customers for life.

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Whitepaper
3 Organizational Structures to Consider for Experience-Led Transformation

3 Organizational Structures to Consider for Experience-Led Transformation

How do you arrive at best-in-class customer experience? Read this whitepaper to learn about the 3 organizational structures for experience-led transformation so you can deliver improved customer experiences.

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Whitepaper
Accelerating your Customer Experience Program: 4 Steps to Success

Accelerating your Customer Experience Program: 4 Steps to Success

“How are you getting started improving customer experiences?” It’s a daunting question for many enterprises, so we've outlined the 4 critical moments that make or break an effective CX program.

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Whitepaper
How to Manage Customer Journeys

How to Manage Customer Journeys

Customer journeys are essential to maintaining meaningful, ongoing relationships with customers. Here's how to plan and build customer journeys, in five steps.

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Whitepaper
Journeys for Customer Retention

Journeys for Customer Retention

Learn how to orchestrate contextual, data-driven customer journeys for onboarding, cross-sell, upsell, renewal, and win back.

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Podcasts, Webinars & Videos

WEBINAR

The Journeys that Matter and How to Transform them in a Digitally Accelerated World

COVID-19 has put in motion a once-in-a-lifetime shift to digital channels -- but with that there are challenges. In this webinar, Michel Feaster, Co-founder and CEO of Usermind, dives into the customer journeys that matter most in a digital-only world and explains how leaders in financial services are transforming them to generate loyalty, reduce cost, and win customers.

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WEBINAR

How UnitedHealthcare Operationalizes Journeys to Drive Customer and Business Impact

Leading organizations are going all-in on journeys to drive business and customer impact. Listen to Jean Machart, VP of Digital at UnitedHealthcare talk about her approach to leveraging a journey-centered operating model and Usermind’s Experience Orchestration (XO) technology platform to develop an impact-driven CX organization.


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WEBINAR

So You've Finished Your Journey Map, Now What? 

Customer journeys are top of mind for many organizations, but journey mapping initiatives often fall short of driving meaningful business impact. In this webinar, Megan Burns, Founder and CEO of Experience Enterprises, and Arun Theivendirarajah, VP of Product at Usermind, partner to share their perspective on how to move from just mapping journeys to fully operationalizing journeys within your organization.

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WEBINAR

Transforming Customer Experience through World Class Digital Engagement with Schneider Electric

Christine Davis, the Global Digital Management Adoption Driver at Schneider Electric, shares her team’s story on how they implemented and scaled a successful journey orchestration program from a single geography to a global rollout.

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Webby

No. 1
Experience & Journey Management

In the same way IT and digitization defined the winners and losers over the past 10-15 years, customer journeys will become a defining competency for the next 20. Hear from Diane Magers, CEO of Experience Catalyst and Michel Feaster, CEO of Usermind as they kick off a three part podcast series on how to go from Journey Mapping to Journey Management.

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Webby

No. 2
Operationalizing Customer Journeys

Operationalization is where rubber meets the road. In the second podcast of the series, we discuss how active journey monitoring transforms the way enterprises engage with clients. Learn how you can amplify journey maps with technology to accelerate agile transformation and demonstrate results at the journey, customer, and business level.

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WEBBY

No. 3
Action, Value & Lessons Learned

The north star for journey mapping: delivering value. In episode 3, we discuss how journeys serve as a catalyst for adding and creating value. Learn best practices for defining your strategy and gaining alignment across functions followed by an in-depth session on the do’s and don’ts of journey management.

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PODCAST

Talking CX with Elixirr | Part 1

Usermind's CEO, Michel Feaster joined our partners at Elixirr, the challenger consultancy, to chat all things CX

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podcast

Talking Customer Journeys with Elixirr | Part 2

Usermind's CEO, Michel Feaster continues the conversation with our partners at Elixirr around innovation in CX and Customer Journeys to help you win & keep customers

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video

Elixirr Presents: 
Airtime | Michel Feaster, CEO

From Silicon Valley to Seattle, leading tech entrepreneur Michel Feaster, co-Founder and CEO of Usermind, shares her story at 3,000 feet.

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Case Studies

CASE STUDY

How Schneider Electric Transformed Partner Engagement through World-Class Digital Experience

Find out how Schneider Electric, the F500 leader in energy management, doubled adoption of their digital portal and improved retention by 30% with Usermind.

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CASE STUDY

Tableau Improves Marketing Personalization in Trial Conversion and Onboarding

Learn how Tableau, a leading business intelligence software company, improved marketing personalization in trial conversion and onboarding with Usermind.

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