Recorded Webinar: Making Customer Journey Mapping Easier Related Articles Customer Journey Map Examples With Expert Analysis Recorded Webinar: How to Build Flexibility into Call Centre Schedules Recorded Webinar: Forecasting and Scheduling on Digital Channels Customer Journey Mapping FAQs Answered 865 Filed under - Recorded Call Centre and Customer Experience Webinars, Alex Mead, Brian Mistretta, Martin Wright, NICE CXone Customer Journey Maps are a fantastic tool to help improve the customer experience. But they can be very difficult to put together. There are so many touch points, so many channels and so many routes that customers can go down. It can be a real headache to get the team to agree on the best customer mapping. In this webinar we go beyond the traditional brainstorming and post it notes to look at tried and tested ways of making customer journey mapping easier. Agenda Introductions – Jonty Pearce, Call Centre Helper Alex Mead, Customer Service Experience Leadership & Transformation Click here to view the slides Martin Wright, Customer Journey Consultancy Click here to view the slides Brian Mistretta, NICE CXone Click here to view the slides Topics Discussed The Latest Thinking in Customer Journey Mapping Mapping Existing Processes and Call Flows Simplifying the Customer Journey Customer Touchpoints – Mapping across Phone, Email, Chat, Messaging and Other Channels The Use of Customer Personas The Best Way to Conduct a Journey Mapping Workshop New Software to Help the Process Automating Customer Journey Maps How Other Contact Centres have Simplified their Customer Journeys Top tips from the audience Winning tip – “You can learn a lot from your customer by analysing the data from your website. If customers are clicking on something a lot, think about how can you make that information more readily available for the customer with minimal clicks. The least amount of work the customer has to do to get the answer will in turn reduce contact. People get bored of looking so then e-mail/ call/ live chat” thanks to Katie26 Original Webinar date: 17th March 2022 Panellists Alex Mead Customer Service Experience Leadership & Transformation Martin Wright Customer Journey Consultancy Brian Mistretta NICE CXone Jonty Pearce Call Centre Helper This webinar was brought to you by Call Centre Helper and is sponsored by NICE CXone Author: Jonty Pearce Published On: 11th Mar 2022 - Last modified: 23rd Apr 2024 Read more about - Recorded Call Centre and Customer Experience Webinars, Alex Mead, Brian Mistretta, Martin Wright, NICE CXone Recommended Articles Customer Journey Map Examples With Expert Analysis Recorded Webinar: How to Build Flexibility into Call Centre Schedules Recorded Webinar: Forecasting and Scheduling on Digital Channels Customer Journey Mapping FAQs Answered Related Reports Webinar Replay: Improving Contact Centre Efficiency White Paper: Why You Should Migrate Your Customer Experience Operations Recorded Webinar: Treating Vulnerable Customers Fairly Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter