Service Design & Customer Journey Mapping Masterclass 207 Filed under - Archived Content, Intrado THE DATE: 15 November 2018 It’s All About The Customer There is a lot of talk amongst organisations about how much they value their customers and how delivering a great customer experience is really important to their businesses. But looking at how many companies behave it seems that they are just paying lip service to this way of thinking. Delivering a great customer experience is all about designing interactions from a customer’s point of view to meet or even exceed their expectations, thereby increasing customer satisfaction, loyalty and advocacy. So how do you do this? Join us for this free all-day master class with industry expert Amy Scott and together we will explore: The critical components behind designing services around your customers’ needs, motivations, goals and how they want to feel about their encounters with you How customer journeys are impacted by the organisational structure of the businesses that deliver them Ways to incorporate the voice of the customer in the design process The insights personas contribute to great experiences and the chance to create some How business behaviours drive customer outcomes Practical tips on developing a customer journey map and the opportunity to design your own customer journey Who should attend? Those with specific responsibility for: Customer Service Channel Performance Customer Experience Contact Centre Operations Cloud Strategy & Digital Transformation Register Now! Author: Rachael Trickey Published On: 28th Sep 2018 - Last modified: 14th Nov 2018 Read more about - Archived Content, Intrado Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter