Webinar Replay: Customer Journey Mapping - the key to unlocking Customer Experience
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Gain first visit advantage and drive CX and Contact Centre performance improvements
In this webinar we look at how you can use Customer Journey Mapping to gain first visit advantage and drive CX and Contact Centre performance improvements.
In this webinar we look at how you can use Customer Journey Mapping to gain first visit advantage and drive CX and Contact Centre performance improvements.
Panellists
Richard Hammond
Uncrowd
Andre Smit
West
Jonty Pearce
Call Centre Helper
Topics to be discussed
- Customer Journey Mapping
- "First visit" advantage
- Understanding customers' attitudes, behaviours and triggers
- Reducing friction in the customer journey
- CX and Contact Centre performance improvements
- Connect interactions throughout the customer journey
- Reducing repeat contacts
- The role of technology
- Top tips from the audience
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