Recorded Webinar: Good Customer Experience Does Not Happen by Accident

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Filed under - Recorded Call Centre and Customer Experience Webinars, Genesys

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.

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