Learn how to create a customer journey map from the view of the customer.
The future of the customer experience will be built on increasing transparency for customers and the organizations that serve them. To achieve this, companies must identify friction points from the customer's perspective along their journey. This presentation will help those responsible for customer experience management understand how to create a customer journey map from the view of the customer across the company. The material will also explain the method required for collaborating with marketing, sales, service, IT, etc., to identify customer friction points and achieve the best solutions to address them.
Agenda
Faculty
Art Hall
Alvarez & Marsal
- Senior Director with Alvarez & Marsal in Atlanta; focuses on customer service, CRM, and supply chain
- Over 25 years of operations and people leadership
- Certified in Prosci Change Management®
- Bachelor’s degree, State University of New York at Binghamton
- Can be contacted at [email protected] or 404-759-9158
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