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 (Nasdaq:NICE) is the worldwide leading provider of both cloud and on-premises enterprise software solutions that empower organisations to make smarter decisions based on advanced analytics of structured and unstructured data.
NICE helps organisations of all sizes deliver better customer service, ensure compliance, combat fraud and safeguard citizens.
Over 25,000 organizations in more than 150 countries, including over 80 of the Fortune 100 companies, are using NICE solutions. www.nice.com
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