Journey mapping is a holistic approach to understanding the flow of experiences a customer has– but where do you start and what’s the most efficient way of doing this that works for your organisation?
With customers, every interaction, be it click, swipe, call or visit, is an opportunity to build on the growing relationship. To make the most of these opportunities, separate data sources, support teams and tools, as well as customer attitudes, attributes and behaviours, need to be connected and mapped across touchpoints and channels.
At this workshop we’ll explore some of the tools and techniques that are available to help get you started – or to help you understand if your current approach is the best. You’ll have the opportunity to listen to industry experts and share ideas with industry colleagues.
NICE Systems is the worldwide leader of intent-based solutions that capture and analyze interactions and transactions, realize intent, and extract and leverage insights to deliver impact in real time.
Driven by cross-channel and multi-sensor analytics, NICE solutions enable organizations to improve business performance, increase operational efficiency, prevent financial crime, ensure compliance, and enhance safety and security.
NICE serves over 25,000 organizations in the enterprise and security sectors, representing a variety of sizes and industries in more than 150 countries, and including over 80 of the Fortune 100 companies.
Date: Thu 6 Sep 2018
Time: 12:30 pm - 4:30 pm
Contact Centre Leaders, Customer Experience Managers, Business Improvement Managers, Quality Managers
Discover practical tools and techniques that can help with customer journey mapping , and hear case studies from organisations who have implemented successful solutions.
Free for CCMA members