Recorded Webinar – Designing Customer Journeys


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

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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

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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.



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