Effectiveness of the process from the company’s perspective vs. the customer’s perspective
Key customer groups (sales channels). Customer persona. Practice
Designing touchpoints. “Moments of truth.” Practice
Managed vs. unmanaged touchpoints
Stages of the project to create the customer interaction map
Touchpoints as a sequential experience of the customer interacting with the company. Practice
Business processes vs. customer journey.
Practice
Action plan for optimizing the customer’s interaction experience and the company’s business processes. Practice
Control, monitoring, and assessment of customer interaction experience with the company
Q&A session and wrap-up.
