2011-02 – Customer Experience Mapping

This presentation is in Bristol, UK, on February 8th, to register click the link at the bottom of this page.  Hope to see you there…

Measuring and managing customer interactions are increasingly important for organisations be they companies, charities, government departments or not for profit.

Measuring means you can improve conversion, increase customer value and build loyalty. However there are a bewildering range of approaches and barriers to successfully transforming customer journeys.

Whilst this approach was originally pioneered by large corporations like Scandinavian Airways, new techniques are making it increasingly relevant for SMEs.

Two experts from different fields of Customer Journey Management will discuss the pros and cons of different approaches transforming customer interactions.  They will also provide practical advice about how to use these techniques to increase profit and will include case histories from Halifax, Oracle and P&O. The talk will also touch on some of the challenges involved in creating cross-functional programmes capable of creating profitable change.

This session will be of value to Clients or Agencies interested in finding out how to map customer journeys to build sales, understanding how to map customer experience to deliver loyalty, or develop sustainable competitive advantage for a brand by delivering distinct ‘moments of truth’.

Martin Wright is a Customer Journey specialist and founder of Direct Marketing Consultancy Martin Wright Associates.  Oakleigh Wood is Managing Director of Customer Service Measurement, a research company specialising in helping companies deliver customer delight across all touch points.

Do you have a customer journey challenge?

Please contact Oakleigh before the event to ensure your challenge is covered, you can email Oakleigh at:

oakleigh@csmsurveys.com

Register by clicking here.