How to Offer Your Customers an Effortless Experience

• Overview
• Credits

Learn how to create a customer journey map from the view of the customer.The future of the customer experience will be built on increasing transparency for customers and the organizations that serve them. To achieve this, companies must identify friction points from the customer's perspective along their journey. This presentation will help those responsible for customer experience management understand how to create a customer journey map from the view of the customer across the company. The material will also explain the method required for collaborating with marketing, sales, service, IT, etc., to identify customer friction points and achieve the best solutions to address them.

Authors

Agenda

The Future of Customer Experience

• Transparency and Personalization

• Data and Analytics

• Expected Business Outcomes

Transparency and Personalization

• Breakdown Silos and Build Cross-Functional Teams

• Personalize the Experience Along the Customer Journey

Data and Analytics

• Data Is King

• Evolve Your Measurement Approach From Reactive to Proactive

Expected Business Outcomes

• Improvement in Top Line

• Improvement in Operational Costs

• Improvement in Customer Retention

Summary