Touchpoint dashboard the customer journey mapping tool
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Touchpoint dashboard the customer journey mapping tool

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Short presentation on Touchboard Dashboard, customer journey mapping and their use in customer experience management

Short presentation on Touchboard Dashboard, customer journey mapping and their use in customer experience management

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Touchpoint dashboard the customer journey mapping tool Touchpoint dashboard the customer journey mapping tool Presentation Transcript

  • Customer Journey Mapping with Designing  Services. Energizing  Change.
  • BUSINESS CARD FORMS SOCIAL and A customer is surrounded MEDIA by touchpoints DOCS SALES EMAIL TEAM CREDIT CARDADVERTISING FRONT HELPDESK WEBSITE DESK
  • These touchpoints are where interactions happen throughout the customer’s journey Get Attract Inform Buy Deliver support FRONT EMAIL SALES WEBSITE FRONTADVERTISING TEAM DESK DESK FORMS HELPDESK BUSINESS CREDIT CARD and CARD WEBSITE DOCS Website SOCIAL MOBILE MEDIA
  • A journey which canbe mapped SALES ADVERTISING WEBSITE TEAM WEBSITE MOBILE CREDIT FRONT CARD DESK
  • This is a source of inspiration to designan improved SALES ADVERTISING WEBSITE experience TEAM WEBSITE MOBILE CREDIT FRONT CARD DESK
  • CUSTOMER JOURNEY MAPPING PROCESS Always based on field research and talking to real customers Participative workshop using sticky notes Very powerful to gain insights
  • But now what ?Many hours spent drawing– not on strategy andexecution How to ? Make it a continuous process and not a one time exercise ? Move beyond static output? Share and administer updates?
  • TOUCHPOINT DASHBOARD helps to present, organize, prioritize, share, measure and prototype the customer experience for better decision making
  • Touchpoints and their Attributes Identify Touchpoints, the moments of engagement with the customerMap the cognitive and emotionalexperience and other Attributes
  • Find Pain Points, Best Practices, Moments of Truth,and indicate using Stickers from Icon library!
  • Track the implemention of actions with Report & Chart View Reports are simple spreadsheet-style views of touchpoints and attributes Import, Export, Share & Print
  • Kite ConsultantsWe provide insightWe inspireWe give guidancejurgen.tanghe@kiteconsultants.euwww.kiteconsultants.eu@jurgentanghe / @IdkiteRijnkaai 98, 2000 AntwerpBelgium