Jason Ten-Pow and Sean Albertson
bespokeCX
How top brands map customer journeys to improve customer loyalty and reduce customer effort
Current approaches to customer journey mapping underestimate the customer knowledge required to build impactful customer journeys. In this session, we delve into the strategies employed by the top 5% of brands, showcasing their success in transforming contact centers into hubs of customer excellence.
Discover how these top-performing brands:
-Track entire customer journeys across brand channels, online and offline;
-Evaluate the entire journey, as well as its parts;
-Leverage customer journey data for real-time enhancements in contact center case handling.
-Harness the potential of data analytics and AI to convert customer data into actionable insights, driving contact center performance.
-Foster a culture where employees (from agents to management) align their actions with customer expectations
This may sound like a heavy lift, but with the right customer knowledge at hand; organizations are able to make the right decisions quickly and confidently, improving both operational efficiency and profitability.