You’ve heard it before, “Put yourselves in your customers’ shoes.” But, how many of us actually do it. This presentation introduces you to the power of customer journey mapping. You’ll quickly learn how this approach can not only identify customer experience pitfalls but also help bridge service and delivery gaps for your organization.
In this presentation, you’ll learn:
The people, processes, policies and technologies that affect key customer pain points
The root causes of customer experience problems and the process to prioritize initiatives to resolve the root causes
Tools to help you understand the breadth of customer interactions from the perspective of the customer (moving from internal process-orientated interactions)
How behind-the-scenes business process activities connect to customer interactions and the overall customer experience
How to track all components of your customer experience ecosystem and assess the quality of key customer interactions