The Journey to Reducing Customer Effort

How hard is it to be your customer? How hard is it for your frontline to service your customers? Jim Tincher, Mapper-in-Chief with Heart of the Customer, shows us how journey mapping can uncover “pinch points” affecting customer experience, and how intraday automation reduces manual effort while helping to keep agents engaged and eager to serve.

August 28, 2015

Attracting new customers is exciting and rewarding, but too often companies aren’t taking the same attitude toward keeping customers — and keeping them engaged. How much effort is required of your customers to do business with you? And how much effort is required of your frontline staff to deliver good customer service?

Jim Tincher, Mapper-in-Chief with Heart of the Customer, shows us how to align both customer and employee journey maps to discover “pinch points” affecting customer experience. We'll also look at how to address those key moments of truth to automate otherwise manual tasks and processes that limit effectiveness so your agents are more prepared to service your customers.

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