Today, customers want a personalized communications experience across physical and digital touchpoints, rather than having a fragmented and unfulfilled communication journey. With Customer Experience (CX) on the rise, there is an opportunity to help clients to achieve a clear understanding of their communications portfolio. It is vital for every organization to understand their key customer journeys and to collaborate across multiple functions to optimize the communication touchpoints along those journeys.
Quadient technology and proven methodologies can help you to help your clients build experiences that lead to breaking down silos and more satisfied and loyal customers.
During this webinar, we will:
· Explain the methodology of a customer journey map and how to use it to identify pain points in customer experiences with interactions made across physical and digital touchpoints
· Discuss how to turn concepts into actions when building a customer journey map
· Explain how to keep your clients’ needs first when developing actionable journey maps
· Show approaches to support collaboration among multiple client departments, such as business, marketing, IT, and operations groups — supporting continuous improvement in communications
After this webinar, you will be able to discuss the benefits of journey mapping and the use of an omnichannel communications platform that facilitates collaboration and optimization of customer interactions.
Presenter: Avi Greenfield, Senior Director of Product Management, Quadient