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.


  • 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

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

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