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
- Martin Wright, Customer Journey Consultancy
- Brian Mistretta, NICE CXone
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
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
