Brian Cantor

Principal Analyst, CCW Digital Director CCW Digital

Tuesday, August 25, 2020

Tuesday, August 25th, 2020

8:15 AM Customer Journey Mapping

Customer journey maps are so much more than a handy visualization tool for rooting out gaps and pain points in the customer experience. The goal of journey mapping is to take insights on board and transform them into business goals. Done right, a customer journey map can help you answer big-picture questions. In this session, we will dive into what types of questions a journey map can help answer, bottom line-related business goals they can help you meet, and a step-by-step process of how to create your own customer journey map.

11:00 AM Actionable Customer Analytics (working lunch)

There's an infinite number of things your customer contact team should do. But how do you definitively determine team priorities? More importantly, how do you empower bots and employees to make the right decisions in critical moments of truth? The answer lies in actionable customer analytics. Not simply “prescriptive,” actionable intelligence acts as a team enablement tool. As a result, actionable analytics lead to greater satisfaction, sales, marketing conversions and operational efficiency. In this session, we will uncover a 5-step actionable analytics journey, the most pressing customer data challenges, critical contact center insights you must measure and action today, and key requirements for an actionable customer analytics strategy.

2:15 PM Digital Customer Experience

Chances are, digital channels represent the first touchpoint a customer has with your brand. Nowadays, the digital customer experience is a natural extension of the customer relationship. The digital customer experience is the sum of digital interactions between a customer and a company, and the customer’s resulting impression of the brand. This includes front-end services and supporting back-office processes typically designed to provide speedier, more convenient customer support than off-line channels. In this session, we will discuss the hallmarks of an omnichannel customer experience, common mistakes businesses make in the digital customer experience, and how to optimize various digital channels for their best possible use case.