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Using the customer journey to inspire business transformation - Bob Powell, Customer Strategy Director, Virgin Trains.

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Eduserv
Eduserv

Bob revealed the winning impact for Virgin Trains when they took apart the customer journey in order to lift the experience at each stage, delivering change through employee empowerment and an agile test and learn culture.

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Using the customer journey to inspire business transformation - Bob Powell, Customer Strategy Director, Virgin Trains.
Using the customer journey to inspire business transformation - Bob Powell, Customer Strategy Director, Virgin Trains.
Using the customer journey to inspire business transformation - Bob Powell, Customer Strategy Director, Virgin Trains.

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Using the customer journey to inspire business transformation - Bob Powell, Customer Strategy Director, Virgin Trains.

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Editor's Notes

  1. Introduction
  2. Customer centric culture
  3. Journey mapping
  4. Executive Vision
  5. Customer Experience as key business metric
  6. Focus on Customer I Wants
  7. Cross functional collaboration
  8. Innovation