Using Customer Journey Maps to Improve Interaction-Handling
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
Vice President & Research Director of Customer & Contact Center 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.
Chief Technology Officer
Farid joined USAN in 1990 as a software developer. Now as CTO, he is responsible for the overall technological direction of the company and contributes to product roadmap development and implementation. Farid has developed many of USAN's key intellectual property assets, including a unique call-flow scripting language and environment, distributed switch and VRU independent platforms and an SS7 protocol and middle layer. Prior to joining USAN, Farid held key roles in the computer science and software development field. At CARD*Tel, he developed a real-time calling card and credit card authorization hub.