Did you know? Customer journey mapping drives improvements that yield the greatest financial return.
In Part Two of this Introduction to Customer Experience Management webinar series, you will learn about the second key element widely used in successful CX programs: customer journey mapping. Join us along with David Hicks, CEO of TribeCX, as we define customer journey mapping and discuss why it is critical to improving your customer experience.
You'll learn:
• How to chart each step of your customer experience
• How to highlight your moments of truth
• Customer mapping best practices
3. QuestionPro Customer Experience intelligence software to build
better customer relationships with people who are your customers
to grow customer lifetime value
4. TribeCX Founders: Globally recognized leading CX Practitioners
Best practice CX calibration & capability development
CX toolkit & remote support
Practitioner led: outcome focused
Calibrate your CX @ www.TribeCX.com
TribeCX: Brief Intro
5. Agenda: Practical advice to get into action
• Definition of Customer Experience
• Customer Mapping
• Customer Metrics
• Benchmarking
• Next Steps
6. Customer experience is “a blend of a company’s rational performance and the emotions
evoked in all the interactions with the customer, across all touch points”
Overview: Customer Experience - Definition
7. Consistently great experiences don’t happen by chance.
They are the outcome of deliberately designed customer journeys.
The challenge is to get the entire business aligned behind a purposely designed experience that is
persistently and consistently delivered
Customer Experience - Definition
31. We can help:
Best practice CX calibration & capability development
CX toolkit & remote support
Practitioner led : outcome focused
Calibrate your CX @ www.TribeCX.com
32. Questions?
David Hicks
Tel: +1 347 227 5182
David.Hicks@tribecx.com
www.tribecx.com
@TribeCX
London Office HQ
Suite 1307, 601 International House,
223 Regent Street, London, W1B 2QD, England
T: +44 7940 344924
Dubai Office
Suite 313, Building 10, Dubai
Media City, Dubai, UAE
T: +971 4 390 1997
New York Office
Suite 14D, 171 East 84th St
New York, NY 10028 USA
T: +1 347 227 5182
Vivek Bhaskaran
Vivek.bhaskaran@questionpro.com
www.questionpro.com
@QuestionPro