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OnDemand Course

How to Offer Your Customers an Effortless Experience

Learn how to create a customer journey map from the view of the customer.

The future of the customer experience will be built on increasing transparency for customers and the organizations that serve them. To achieve this, companies must identify friction points from the customer's perspective along their journey. This presentation will help those responsible for customer experience management understand how to create a customer journey map from the view of the customer across the company. The material will also explain the method required for collaborating with marketing, sales, service, IT, etc., to identify customer friction points and achieve the best solutions to address them.

57 minutes
Course Exam
Certificate of Completion
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Why Lorman?

Over 37 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Agenda

The Future of Customer Experience

  • Transparency and Personalization
  • Data and Analytics
  • Expected Business Outcomes

Transparency and Personalization

  • Breakdown Silos and Build Cross-Functional Teams
  • Personalize the Experience Along the Customer Journey

Data and Analytics

  • Data Is King
  • Evolve Your Measurement Approach From Reactive to Proactive

Expected Business Outcomes

  • Improvement in Top Line
  • Improvement in Operational Costs
  • Improvement in Customer Retention

Summary

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Why Lorman?

Over 37 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Credits

OnDemand Course

This course was last revised on January 26, 2022.

Call 1-866-352-9540 for further credit information.

  • IAAP 1.0
     
  • All education that aligns with the CAP Body of Knowledge can be used toward recertification. Lorman Education Services believes this course does align and should be counted toward recertification. Please visit IAAP's certification webpage to review recertification details and requirements. https://www.iaap-hq.org/page/CAP_Recertification. Course Length: 1.0.
     
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Why Lorman?

Over 37 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Faculty

Art Hall

Art Hall

Alvarez & Marsal

  • Senior Director with Alvarez & Marsal in Atlanta; focuses on customer service, CRM, and supply chain
  • Over 25 years of operations and people leadership
  • Certified in Prosci Change Management®
  • Bachelor’s degree, State University of New York at Binghamton
  • Can be contacted at [email protected] or 404-759-9158
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More Program Information

Why Lorman?

Over 37 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

All of your training, right here at Lorman

All of your training, right here at Lorman.

Pay once and get a full year of unlimited training in any format, any time!

  • OnDemand Courses
  • Live Webinars
  • MP3 Downloads
  • Course Manuals
  • Executive Reports
  • White Papers and Articles

Additional benefits include:

  • State Specific Credit Tracker
  • All-Access Pass Course Concierge

Questions? Call 877-296-2169 to speak with a real person.

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Product ID: 406093
Published 2022
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Available in Multiple Formats

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