Using Customer Journey Maps to Improve Interaction-Handling

Date: Thursday, May 4th, 2017 at 10:00 AM PDT

Customers now expect to engage with organizations through more channels of communication, which creates problem of making engagement easy, personalized, in-context and consistent. Organizations therefore need to understand customer journeys at every level; from a macro perspective from marketing to sales, to service, and at a micro level; for example, resolving a billing inquiry. In this webinar you'll learn:

  • The most common channels of engagement and which business groups handle interactions
  • How to overcome issues producing macro and micro journey maps
  • The uses of journey maps and how they can help deliver omnichannel customer experience.

So register now, and join Richard Snow, VP & Research Director at Ventana Research, and Steve Herlocher, GM and SVP Marketing at USAN, as they guide you through using such journey maps to optimize the customer experience, improve employee engagement during assisted service, and deliver real business benefits such as reduced cost of handling interactions.

About the Speakers

Richard_2016_Circle_Zoomed.pngRichard Snow

Vice President & Research Director of Customer & Contact Center Research
Ventana Research

Richard leads Ventana Research’s Customer and Contact Center Management research practice, which is dedicated to helping organizations improve the efficiency and effectiveness of managing their customers. With experience spanning time at Price Waterhouse, Sema Group and Valoris, Richard has specialized in delivering customer care and billing solutions for telecommunications operators, & several multi-channel contact centers for organizations in both the public and private sectors.

Steve-Herlocher-Head-Shot.pngSteve Herlocher

General Manager and Senior Vice President of Marketing

 Steve joined USAN in 2015 where he is leading the omni-channel business unit, marketing, product, business development, and strategy. With 20 years of experience in marketing, sales, product, technology, and operations organizations as EVP of Sales & Marketing at Interactive Software, VP of Marketing and Product Management at Aspect Software, and SVP of Product Delivery, CTO, and CMO at Jacada, Steve is responsible for driving the next generation omni-channel business as well as setting the marketing and product strategy for the core business of USAN.