In this webinar our panel of experts provided their input in how to analyse and in turn design better customer journeys.
Panellists
- Morris Pentel – Customer Experience Foundation
- Ian Williams – Jericho Consulting
- Rachel Lane – Verint
- Jonty Pearce – Call Centre Helper
Topics to be 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
Original Webinar date: Thursday 20th October 2016
Author: Rachael Trickey
Published On: 19th Oct 2016 - Last modified: 21st Feb 2024
Read more about - Archived Content, Morris Pentel
