Introduction
On-track and on-time, and at your desired destination
Mapping a customer-centric journey will ensure your customers want to travel with you, all the way. The customer journey is constantly evolving. Customers have rising expectations, with new touchpoint preferences.
Customer Journey Mapping should be done frequently and deliberately to continually improve the conversion & re-engagement paths your customers embark on.
Keywords
desired service levels |
user xperience interviews | multi-functional internal stakeholders | new touchpoint preferences | contact agent feedback
Estimated Read Time
5 minutes
Key criteria include:
Alignment with your defined company and customer aspirations
Integrating external stakeholders, and multi-functional internal stakeholders, to get buy-in and commitment to your future proof journey map
Applying cutting-edge technology aligned to your objectives and your desired service levels
Why do your customers leave and why do your customers stay?
We use multiple techniques to map your customers preferences and pain-points including:
Contact agent feedback
User xperience interviews
Social media analytics and sentiment analysis
AI and conversational analytics to predict “contact-ability” and high propensity for sales
Churn analysis – when and why are your customers leaving you?
QUOTE
CXM = The art and science of coaxing lifetime loyalty from daily transactions.”
Steve Curtin
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To learn more about iSON Xperiences contact a regional expert today
Keywords
desired service levels |
user xperience interviews | multi-functional internal stakeholders | new touchpoint preferences | contact agent feedback
Estimated Read Time
5 minutes
Introduction
On-track and on-time, and at your desired destination
Mapping a customer-centric journey will ensure your customers want to travel with you, all the way. The customer journey is constantly evolving. Customers have rising expectations, with new touchpoint preferences.
Customer Journey Mapping should be done frequently and deliberately to continually improve the conversion & re-engagement paths your customers embark on.
Key criteria include:
Alignment with your defined company and customer aspirations
Integrating external stakeholders, and multi-functional internal stakeholders, to get buy-in and commitment to your future proof journey map
Applying cutting-edge technology aligned to your objectives and your desired service levels
Why do your customers leave and why do your customers stay?
We use multiple techniques to map your customers preferences and pain-points including:
Contact agent feedback
User xperience interviews
Social media analytics and sentiment analysis
AI and conversational analytics to predict “contact-ability” and high propensity for sales
Churn analysis – when and why are your customers leaving you?
QUOTE
CXM = The art and science of coaxing lifetime loyalty from daily transactions.”
Steve Curtin
To learn more about iSON Xperiences contact a regional expert today
