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

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Gain first visit advantage and drive CX and Contact Centre performance improvements

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

Topics 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

Panellists

Richard Hammond - Headshot
Richard Hammond
Uncrowd

Andre Smit - Headshot
Andre Smit
West

Jonty Pearce - Headshot
Jonty Pearce
Call Centre Helper

Author: Rachael Trickey

Published On: 8th Oct 2018 - Last modified: 28th Feb 2023
Read more about - Recorded Call Centre and Customer Experience Webinars,

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