Enhancing Customer Experience through Improved
Journey Mapping, Design and Optimization
5 - 6 April 2022
| Free CX Network Online Event
Day One - 5 April
9:00 am - 9:45 am
EST How combining customer journey mapping with rapid process improvements will bring the best outcomes
Dan Ramirez -
Head of Business Excellence,
Insular Life Assurance
Muss Haq - Strategic Customer Insight Manager, TSB Bank
A lot of organisations as they grow and scale, recognise the importance to simultaneously develop both the CX function and process improvements. Before starting the journey mapping exercise, it makes sense to do process mapping at the back end. When combining both – the CX and process mapping in the so-called ecosystem of the front end and back end, businesses can achieve the best outcome for the customer. The question for all process improvements becomes - what will be an impact on the customer? And together with the CX team they will be able to map what the desired experience will be.
In this thought-provoking session, discover:
- How to design what ideal journey looks like when adopting journey mapping analysis
- How to overcome challenges such as outdated systems, team commitments/time allocation, equipping staff with tools
- How to measure a healthy journey and improve those underperforming
10:00 am - 10:45 am
EST How to Make Your Journey Strategies a Well Orchestrated Reality
Joshua Davidson -
Executive Director of Product for Digital Engagement Solutions,
CSG
Analyzing the results of customer experiences gives you a lens through which to evaluate your plan of attack, but reviewing what happened in the past is only one piece of the puzzle. Today’s leading companies need to know not only what happened, by why it did, the resulting impact of that customer behavior, and how to better predict and improve internal CX processes for the future.
One element is clear: Businesses today need a decisioning engine that can act in real-time to deliver the best next experiences for your brand at the right moment, at the right time, in the right way that the customer prefers to receive this message. In this presentation, Joshua Davidson, Executive Director of Digital Engagement Solutions at CSG, will focus on:
- Where to begin going beyond journey mapping and analytics
- What does analytics vs. insights vs. actioning a solution require (for both real-time and batch data)
- How leading businesses today use this strategy to build and drive great customer experiences
