Topics Discussed
- Customer Journey Maps
- Understanding why customers are contacting you
- Identifying key touchpoints
- Customer Experience Management (CEM)
- Moments of Truth and Break points
- Creating consistency between channels
- The best use of technology
- Top tips from the audience
Panellists

Morris Pentel
Customer Experience Foundation

Ian Williams
Jericho Consulting

Rachel Lane
Verint

Jonty Pearce
Call Centre Helper

Read more about - Recorded Call Centre and Customer Experience Webinars, Verint