Recorded Webinar: Making Customer Journey Mapping Easier


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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
 Alex Mead slides from Customer Journey Mapping webinar


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  • Martin Wright, Customer Journey Consultancy
Martin Wright slides from Customer Journey Mapping webinar

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  • Brian Mistretta, NICE CXone
 Brian Mistretta slides from Customer Journey Mapping webinar

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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 - Headshot
Alex Mead
Customer Service Experience Leadership & Transformation

Martin Wright - Headshot
Martin Wright
Customer Journey Consultancy

Brian Mistretta - Headshot
Brian Mistretta
NICE CXone

Jonty Pearce - Headshot
Jonty Pearce
Call Centre Helper

Published On: 11th Mar 2022 - Last modified: 28th Feb 2023
Read more about - Recorded Call Centre and Customer Experience Webinars,


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