Webinar Replay: Designing Customer Journeys

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Webinar Image
We all know that the Customer Journey is important, but it can be very hard to improve. In this webinar our panel of experts provide their input in how to analyse and in turn design better customer journeys.

Panellists
Morris Pentel - headshot
Morris Pentel
Customer Experience Foundation
Ian Williams - headshot
Ian Williams
Jericho Consulting
Rachel Lane - headshot
Rachel Lane
Verint
Jonty Pearce - headshot
Jonty Pearce
Call Centre Helper
 
Topics to be discussed
  • Customer Journey Maps
  • Understanding why customers are contacting you
  • Identifying key touchpoints
  • Customer Experience Management (CEM)
  • Moments of Truth and Break points
  • Creating consistency between channels
  • The best use of technology
  • Top tips from the audience