Recorded Webinar: Designing Customer Journeys

Panellists

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

Presentations

• Ian Williams – Jericho Consulting

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• Morris Pentel – Customer Experience Foundation

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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