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.)