From Post-it notes to real time customer journey mapping

If you are serious about wanting to so something about your CX, then you need to be able to trap and record every customer touch-point within your organisation.

You also need to be able to relate those touch-points to your communications, which are often the reason that customers engage.

If you want to empower your people, having a real-time view of all customer touch-points becomes critical.

You send out a renewal notice, some by email some via the post. Customers respond in many ways - maybe through the contact center, the mail, email, or even through a chat-bot session. How do you surface this information in a practical way, at both a unique customer level or at a cumulative one, so you can see a broader view of what's going on?

Where are the bottlenecks within your organisation? Which customers are at risk?

If you want to do a deep-dive into what's now possible with real-time customer journey mapping then click-through below. Skip through the intro if you wish (1st 20 min), as the actual demo is some minutes in.

Go to Quadient customer journey mapping preso

NB: David Allen works for Cumulo9, who represent Quadient in the New Zealand market. David can be reached at; [email protected]