Mapping the customer experience journey

  • April 13, 2016
  • 7:45 AM - 11:00 AM
  • Metropolitan Hotel, 645 Howe Street, Vancouver


  • plus GST (login for the member rate)

Registration is closed

Mapping the customer experience journey

Today’s “customer” takes many forms, from the client that calls into your contact centre to purchase a product or service, to the customer employee that requires assistance with an IT issue, or the medical patient that depends on your organization for medical direction and care. In each of these cases and in a variety of ways, the quality of the end-to-end customer experience plays a significant role in the success of your operation. So how can we better understand that customer journey and ensure that each of our respective operations is contributing to a positive and productive customer experience?

The Customer Experience (CX) Journey Mapping Workshop will be packed with leadership best practices that impact CX initiatives, real-world examples, and exercises that will help you to become skilled at viewing your company and products as the customer does. You will walk away with ideas to implement new processes and solutions for your organization.

Top reasons to attend:
  • An interactive opportunity to work with your peers to walk through a model customer journey
  • Learn how to uncover CX challenges and identify areas that need improvement within your organization
  • Take away actionable CX tools to boost key performance measures—customer satisfaction, one-and-done, retention, loyalty, and more....
Join Sharon R Dowd, Senior Client Success Manager at Oracle Service Cloud, who will lead the three-hour workshop. She is a certified facilitator in delivering CX Journey Mapping workshops. As well, she has over 25 years of experience in contact centre business process management and customer experience management. Sharon has experience with industry verticals such as finance, healthcare, insurance, government, B2B and B2C retail, shared services/outsourcers, utilities and transportation.

Register today to avoid disappointment. You won’t want to miss this wonderful opportunity!

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