Recorded Webinar – Designing Customer Journeys

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Filed under - Recorded Webinars ,

In this webinar our panel of experts provided their input in how to analyse and in turn design better customer journeys.

Click here to view the replay

Panellists

  • Morris Pentel – Customer Experience Foundation
  • Ian Williams – Jericho Consulting
  • Rachel Lane – Verint
  • Jonty Pearce – Call Centre Helper

Presentations

  • Ian Williams – Jericho Consulting

Click here to view the slides

  • Morris Pentel – Customer Experience Foundation

Click here to view the slides

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

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

Click here to view the replay.


- Last modified: 20th Mar 2017
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