To deliver an exceptional customer experience, you must first understand the current one. Customer Journey Mapping (CJM) looks at the total customer experience across all touchpoints between the customer and your organization, from initial contact through to sales, post-sales support and everything in-between. Through a series of research methods including - customer shadowing, ‘mystery shopping’, and analytical and anecdotal customer research analysis, our CSPN team will map the customer journey from emotional highs to frustrating lows. Along the customer journey, we uncover the Moments of Truth, where your brand and the experience make a lasting impact on your customers.
Aligning with the customer view of the current journey, we work with your team to uncover the the touch points they believe impact customer loyalty. All of this is used to create an initial journey map.
Agenda:
Breakfast
CJM Session 1
Lunch
CJM Session 2
Click here to learn more about this program.
Presented By:
Sharon R. Dowd
Sharon R. Dowd has over 27 years experience in contact center business process management and customer experience management.
Prior to joining Oracle Service Cloud, Sharon held a variety of roles from management to consultant. Sharon has developed customer experience strategies that streamline contact center processes, enable change in organizations and improve revenue results ahead of plan.
She has consulted with clients to optimize enterprise applications, customer experience data and root cause analysis to produce strategic business intelligence in order to improve productivity, drive growth and offer specialized communication channels that retain revenue.
Sharon has experience with industry verticals such as Finance, Healthcare, Insurance, State/Federal government, B2B and B2C Retail, Shared Services/Outsourcers, Utilities and Transportation.
Sharon is a certified facilitator of Customer Experience Journey Mapping workshops, delivered in selected cities across Canada and the US.
