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
Webinar Slides: Designing Customer Journeys by Ian Williams

Click here to view the slides

  • Morris Pentel – Customer Experience Foundation
Webinar Slides: Designing Customer Journeys by Morris Pental

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

Original Webinar date: Thursday 20th October 2016







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