Customer journey mapping
This sprint pack is currently in pre-production
THIS SPRINT PACK IS CURRENTLY IN PRE-PRODUCTION.
IT IS SCHEDULED FOR LAUNCH TOWARDS THE END OF 2018
In the sprint pack Setting Customer Experience Standards, you looked at the ways in which your business can satisfy and occasionally delight its customers. In this programme, we cover the way in which you can detail out these standards for individual customer journeys or even touchpoint.
We do this by looking at the ways to:
- identify the different journeys that make up the stages in the customer relationship;
- create multi-channel journey maps that portray the current (as is) and future (to be) situation;
- develop touchpoint plans that integrate the various journeys by channel;
- do all the above while recognising different customer persona and stakeholders.
Alain Thys is one of Europe's veterans in customer-centricity and human media.
His contributions influenced the experience of over 500 million customers and 350,000 employees in 100+ countries. This journey has taught him - the hard way - what works and what doesn't when the customer buzzwords fly around.
Today, he shares his knowledge where he can. He acts as customer coach, experience architect, speaker, author, storyteller and non-executive advisor.
For more information on Alain, visit www.alainthys.com.