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 connectedWhat the risks are of measuring touchpointsWhy you struggle to mobilize your organisation with your touchpoint measurementsWhy you need an integrated approach to finding drivers and not a zoomed-in approach on separate touchpointsThen 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!Accelerate in Experience Academy Ready to create more business impact with Customer & Employee Experience? Join the 6-week Accelerate in Experience Academy by Dr. Zanna van der Aa. The proven method for CX transformation that delivers measurable results in just 3 months. 🌍 Trusted in 20+ countries by 11+ global brands such as Randstad, Allianz, Zain and Egon Zehnder. Now available online. 👉 Start your journey: https://academy.zannavanderaa.com/en 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

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