Join us for a premium masterclass with Marion Boberg on building a unified Customer Journey Framework!
As CX leaders, you may encounter the challenge of working within an organisation where customer experience efforts are spread across various departments. This often leads to a fragmented view of the customer journey, with each team having its own objectives but needing more alignment.
This can become complicated - without a unified framework, initiatives can become disconnected and accountability unclear, undermining the overall impact on customer satisfaction. When departments operate in silos, their efforts can overlap or miss key gaps, resulting in inefficiencies and difficulties in delivering a smooth, cohesive customer experience.
How can you build a unified customer journey framework that brings together all departments and fosters a collaborative approach? What practical steps can you take to encourage teamwork and use customer insights to create a more integrated experience?
This Masterclass offers practical, hands-on tips to help you create a cohesive and integrated customer journey framework that emphasises human collaboration. You’ll discover how to kick off the project with clear, actionable goals and engage the right stakeholders effectively. We’ll provide real-world examples of how to use the framework to leverage CX tools like listening paths and dashboards for valuable customer insights and focus on immediate areas for improvement, helping solve the challenge of creating a unified customer journey framework that aligns departments and enhances the overall customer experience.
By the end of this session, you'll be equipped with a common approach and language that can help you work seamlessly with a cross-functional team, driving meaningful improvements in customer experience.
You will learn:
How to start the customer journey framework project, including key steps for effectively initiating and organising the project.
Who to engage for a successful implementation by identifying and involving the right stakeholders across your organisation.
How to leverage the framework for better CX through maximising insights, optimising processes, and driving improved experiences.
Available exclusively to Women in CX community members, click the button below to sign up and start your 7-day free trial.