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Recorded Webinar: Designing Customer Journeys

Published On: 19th Oct 2016 08:06 - Modified: 21st Feb 2024

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

Rachael Trickey first joined Call Centre Helper in 2010. She has acquired extensive knowledge of call centre technology and the key players in the contact centre Industry.

Rachael is an Account Manager at Call Centre Helper, helping our current customers especially with Webinars and Social Media.

Connect with Rachael on LinkedIn

Recorded Webinar: Designing Customer Journeys

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