MP4 | Video: h264, 1280x720 | Audio: AAC, 48 KHz, 2 Ch | Duration: 50m
Genre: eLearning | ExerciseFiles | Language: English | Size: 305 MB

If you strive for a customer-centric culture, you have to understand the customer's journey-every step of the way. Customer journey mapping is a powerful way to find pain points and opportunities in your customer experience. This course gives organizations a resource to plan their entire customer service program, and create maps that reflect each of the customer's touchpoints with your company. Certified Customer Experience Professional (CCXP) Jeannie Walters shows how to set up a customer journey mapping program for success, introduces tools and techniques to execute the journey mapping process, and explains how to go deeper to test your understanding and take action.
Topics include:
Defining who your customer is
Collecting and analyzing customer data
Building your journey map
Adding data and metrics
Testing your map with real customers
Taking action on customer pain points
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