Recorded Webinar: Customer Journey Mapping – the Key to Unlocking Customer Experience


Click here to view the replay

In this webinar we looked at how you can use Customer Journey Mapping to gain first visit advantage and drive CX and Contact Centre performance improvements.

Agenda

  • Introductions – Jonty Pearce, Call Centre Helper
  • Richard Hammond, Uncrowd

Click here to view the slides

  • Andre Smit, West

Click here to view the slides

Customer Journey Masterclass : https://www.callcentrehelper.com/service-design-customer-journey-mapping-masterclass-132916.htm

Topics to be discussed

  • Customer Journey Mapping
  • “First visit” advantage
  • Understanding customers’ attitudes, behaviours and triggers
  • Reducing friction in the customer journey
  • CX and Contact Centre performance improvements
  • Connect interactions throughout the customer journey
  • Reducing repeat contacts
  • The role of technology
  • Top tips from the audience
  • Winning tip – “Form a panel of customers/clients (including detractors, passives and promoters) and invite them to share experiences with co-workers” thanks to Amanthis1

Original Webinar date: October 2018


company logo
This webinar was brought to you by Call Centre Helper and is sponsored by WestUC.

Click here to view the replay.



Get the latest exciting news and articles straight to your inbox