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Half-Day Customer Journey Mapping - Public Workshop

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Half-Day Customer Journey Mapping - Public Workshop


This session is a half-day program and will be delivered in two sessions. The 1st session will take place from 9:00AM - 12:00PM and the 2nd session will take place from 12:00PM - 4:30PM.
To deliver an exceptional customer experience, you must first understand the current one. Customer Journey Mapping (CJM) looks at the total customer experience across all touchpoints between the customer and your organization, from initial contact through to sales, post-sales support and everything in-between. Through a series of research methods including - customer shadowing, ‘mystery shopping’, and analytical and anecdotal customer research analysis, our CSPN team will map the customer journey from emotional highs to frustrating lows. Along the customer journey, we uncover the Moments of Truth, where your brand and the experience make a lasting impact on your customers.
Aligning with the customer view of the current journey, we work with your team to uncover the the touch points they believe impact customer loyalty. All of this is used to create an initial journey map.
Agenda:
Breakfast
CJM Session 1
Lunch
CJM Session 2
Click here to learn more about this program.



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Map 27 Allstate Parkway, Markham, Canada
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Customer Service Professionals Network - CSPN
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