Customer Journey Mapping: Breaking Down the Silos in Your Organisation

Evolution of Voice of the Customer Forum – 6th February 2014 Claire Sporton, VP, Customer Experience Management, Confirmit A Customer Journey Map can serve as the underlying structure of your customer experience strategy, offering a clear view of customer interactions as they navigate throughout your organisation. But the key to developing an accurate map of those interactions, and therefore a single view of your customers’ experiences, is not only obtaining the customer’s perspective of that journey, but building it using input from the various processes across your company that affect the customer experience. Join Claire Sporton, VP, Customer Experience Management at Confirmit, to learn techniques you can use to develop a customer journey map that is built on cross-functional collaboration, sharing and communication, and continued refinement – which will help to break down some of the walls that impede delivering on the CX promise and promote an understanding of how everyone, in fact, does play a role in the journey.

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