Masterclass on customer journey mapping
Masterclass on customer journey mapping
Why should you be interested in customer journey mapping?
Research Suggests:
- It can cost 5-25% less to retain a customer than acquire a new one.
- Companies can increase profits by 25-95% by raising retention rates by as little as 5%.
- Something as simple as reaching out to customer can reduce customer churn by 10%.
However, organizations still struggle with disgruntled customers despite 90%+ scores on KPIs & positive NPS/CSAT scores and provide incoherent service/product experience to the customers. Organizations are paralyzed by soiled departments & move away from solving customer’s true needs & pain -points.
A CJM is a design thinking tool that helps organizations to solve these issues by:
- Looking at customer's journey from customer's perspective.
- Understanding true needs, pain-points & moment-of-truths from customer-lens.
- Breaking away from 'sale-centric' culture to 'customer-centric' culture.
- Eliminating organizational biases & bring collabora 3 on to solve the needs of customers.
What are the learning outcomes?
At the end of the program the participants will be able to learn:
- What is a CJM?
- What are the components of CJM?
- How to create CJM?
- How can CJM be used at your organization?
WHO SHOULD ATTEND?
Any professional who touches & impacts the customer experience:
- Directly (ex: Service Excellence, Customer Service, Operations, Product Designers, Process Designers etc.)
- Indirectly (ex: Human Resources, Finance, IT etc.)
Speaker
Date and Time
Friday, June 28th, 2019
Time: 04:00 pm - 07:00 am
Venue / Address
Hartron Innovation Centre, Gurgaon
Registration