All webinars / Business planning & strategy A live online workshop in two sessions, run by CX consultancy Humind, on mapping customer journeys that lead to funded improvements.Customer Journey Mapping
When
8 am Brisbane · 8:30 am Adelaide · 6 am Perth · 3 hr 30 min
What you’ll learn
- Setting scope, personas and success criteria so the map drives decisions
- Turning voice of the customer, complaints and contact data into one evidence base
- Mapping steps, emotions and handoffs to find the failure demand customers feel
- Scoring opportunities by impact and effort, and linking changes to NPS, churn and FCR
Speakers
Hosted by
CX Skills runs live online public courses on Zoom for customer-facing teams across Australia, New Zealand and Asia Pacific: phone, email and face-to-face service, managing difficult customers, retention, quality assurance, journey mapping and contact centre leadership. Courses run as one or two half-day sessions with trainers such as Simon Blair and Daniel Ord. They're paid, with discounts for groups and ACXPA members.