Enhancing Customer Experience through Improved
Journey Mapping, Design and Optimization
5 - 6 April 2022
| Free CX Network Online Event
Agenda Day 2 - 6 April
9:00 am - 9:45 am
EST How a seamless customer journey creates a powerful connection with the brand
Deep Varma -
Senior Product Manager – Address and Profiles,
Amazon
Ashley Lickenbrock - CX Strategy Lead, Strategic Partners, Bayer Crop Science Division
To deliver brilliant results for the customers, organisations have to understand their customers’ experience with them, map their journeys to resolve friction points. As a result of this journey mapping and analysis, businesses thrive to make the customers’ journeys easy and more positive.
Find out how Amazon managed to reduce the check out time by 50 thousand hours on a daily basis by simply adjusting the address settings.
Also Bayer will share their experience on how to prioritize which are the moments that matter the most to your customer. By understanding the moments that matter, you will be able to prioritize those moments and identify where you can introduce convenience as a differentiator or convenience you can monetize.
In this truly inspiring session full of insights and knowledge sharing Amazon and Bayer will deliver their case studies. Learn:
- How to create a powerful connection with the brand by delivering a smooth and positive customer experience across multiple channels
- How to choose the right metrics for organisation to change their CX strategy implementation
- How to use the metrics to design a new CJM strategy and what it will mean for your business
