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

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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.


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

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  • Andre Smit, West

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Customer Journey Masterclass :

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

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

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