Customer journey mapping reboot: Reducing effort
How organizations are decoding customer loyalty in 2023 by unveiling the truth beyond surprising and delighting strategies
Discover how to audit your customer journey map and mitigate the common causes of lost customer loyalty
Today’s CX professionals are identifying new approaches to driving consumer loyalty and minimizing churn, due to an uncertain macroeconomic landscape, characterized by rapid changes and evolving customer expectations. Traditional methods of captivating customers by surprising and delighting them are no longer sufficient in maintaining long-term loyalty.
To address this challenge, CX Network invites our members to join Matt Dixon, author of "The Effortless Experience", and Marci Kirkpatrick, a seasoned CX program director at SurveyMonkey as they offer their insight on how to audit your customer journey map and mitigate the common causes of disloyalty.
Watch this webinar to discover:
- How to provide frictionless CX that minimizes effort and boosts retention.
- Which targeted approaches to take to identify pain points within your customer journey map.
- What tips and strategies our CX experts recommend to eliminate friction and cultivate loyalty.
Speakers
Matt Dixon
Founding Partner
DCM Insights & Author of “The Effortless Experience"
Matt Dixon is co-author of The Challenger Sale, The Challenger Customer and The Effortless Experience. A frequent contributor to Harvard Business Review Matt is an experienced advisor to senior executives on sales, service and customer experience.
Marci Kirkpatrick
Customer Experience Program Director
SurveyMonkey
Marci is an energetic CX professional focused on understanding client needs to ensure their programs are successful, allowing them to provide the best experience possible for their customers.
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