Customer Experience Superheroes - Series 1 Episode 4 - Value of Customer Journey Mapping with Christopher Brooks

Customer Experience Superheroes

Christopher Brooks에서 제공하는 콘텐츠입니다. 에피소드, 그래픽, 팟캐스트 설명을 포함한 모든 팟캐스트 콘텐츠는 Christopher Brooks 또는 해당 팟캐스트 플랫폼 파트너가 직접 업로드하고 제공합니다. 누군가가 귀하의 허락 없이 귀하의 저작물을 사용하고 있다고 생각되는 경우 여기에 설명된 절차를 따르실 수 있습니다 https://ko.player.fm/legal.

5+ y ago 28:19

MP3•에피소드 홈

This episode of Christopher Brooks' CX Superheroes is more of a masterclass than the common structured format listeners are familiar with.
Customer Journey Mapping is one of the most recognised practices in customer experience. The ability to demonstrate the value of mapping is less often seen. Maps can be the catalyst to the savings and the gains made from customer experience. Understanding how to value them and create significance amongst the business is key.
Having facilitated and designed over 200 journey maps with organisations, I bring expertise from many sectors and mapping scenarios. In this podcast we cover the following aspects of customer journey mapping:
- How to value customer journey maps in business terms
- Putting customers at the heart of mapping
- What the organisation gains from 'CJM'
- Explaining journey architectures, epics and why persona matter
- How to keep maps customer focussed and process light
With future episodes covering journey map design and facilitating 'as is' and 'to be' mapping workshops.

59 에피소드

#MBA #Business #Marketing #Christopher Brooks