Recorded Webinar: Good Customer Experience Does Not Happen by Accident


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
Webinar Slides: Building a Good Customer Experience Does Not Happen by Accident by Gerry Brown

Click here to view the slides

  • Mike Murphy, Genesys
Webinar Slides: Building a Good Customer Experience Does Not Happen by Accident by Mike Murphy

Click here to view the slides

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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