Customer Journey Mapping ThinkTank with Signavio
- Date: 01 December 2020
- Time: 10:00 am
- Duration: 1 Hour
- Location: Virtual Event
See your business through your customer’s eyes and open up a whole new world of opportunity
Hosted by i-Realise Chairman, Chris Collins, Signavio’s latest ThinkTank brings together Process, Operations and Transformation leaders to discuss how organisations can reinvent their business in the digital age by launching process-centric initiatives in a structured, agile, way.
Customer journey mapping and analysis is not new to global organisations and brand owners. But, traditional static maps are no longer useful in a dynamic world where customers expect brand owners to anticipate their requirements and fulfil expectations across multiple channels.
By adopting an end-to-end approach to design, visualise, and analyse the customers journey, enterprise leaders can gain advanced customer insights and drive personalised engagements in an omnichannel environment. Organisations need to adopt and connect multiple customer experience solutions, including customer data platforms, journey mapping, journey orchestration & analytics, personalisation platform, and such others.
Once the customer journey is mapped, it needs to be realised.
Leaders and project teams alike have to ensure that the processes – and the people that use them and interface with their customers – are aligned with the vision for their new customer experience. They also have to find a way to deliver the transformation is small sprints using agile methods, to prevent the transformation becoming a 2 year programme that’s out of date before its completed.
Customer journey mapping is considered as an initial and integral part of an organisation’s customer experience strategy. Getting this wrong means disengaging the customer base and giving ground to the competition. Getting it right is the key to building a sustainable business.
What You’ll Discuss
- How to define the ultimate customer journey vision in a way that:
- Ensures it meets desired customer experience?
- Allows an operating model to be designed that will meet the journey needs
- How to measure the impact of improvements at each milestone in an actionable way?
- What is the minimum viable process that will be the initial implementation & what are acceptable milestones on the roadmap to the ultimate vision?
- How can your people and systems cope with frequent changes demanded by the roadmap?
Register your interest with Signavio to join below.