Customer Experience is a competitive differentiator in many industries. Customer Journey Mapping is an increasingly popular element of customer experience management, and includes detailed mapping of a customer’s digital and physical experiences with a brand, business or organisation.
This webinar draws from Econsultancy’s popular new best practice guide on Customer Journey Mapping. It contains practical advice for senior and mid-level marketers on how to use Customer Journey Mapping to articulate the relationship their business has with its customers in an increasingly complex multi-channel and multi-platform world.
• The context for Customer Journey Mapping
• The business case for Customer Journey Mapping
• How to create successful Customer Journey Mapping projects
• Developing your Customer Journey Maps – an overview of the key stages