Recorded Webinar: Building a Good Customer Experience Does Not Happen by Accident

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Contrary to common practice, Good Customer Experience does not happen by accident. It happens by design.

In this webinar we looked at how you can design a Good Customer Experience into your entire Customer Journey.

Agenda

• Introductions – Rachael Boynton, Call Centre Helper
• Gerry Brown, The Customer Lifeguard

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• Mike Murphy, Genesys

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Topics to be discussed

• Customer Journey Mapping
• Delivering Breakthrough Customer Experiences
• What Customers Value
• Moments of Truth
• Design Thinking
• The Common Mistakes That People Make
• Customer Personas
• The Right Metrics to Use
• Use of Technology
• Top Tips and Questions From the Audience
• Winning tip – “2 years ago we started reporting on why customers were calling. 6 months ago, we gave these reasons business owners. The top 3 reasons for calling should be gone by June this year – this equates to around 50% of current workload.” thanks to Chez1

Original Webinar date: Thursday 25th January 2018

This webinar was brought to you by Call Centre Helper and is sponsored by Genesys.

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