This document discusses how customer journey mapping can leverage digital transformation to improve customer engagement. It presents a customer engagement formula involving mapping the customer journey, seeking feedback, and innovating. Customer journeys involve touchpoints and emotions that shape perceptions. Insights from mapping journeys can reveal value drivers and derailers to improve engagement. Examples show how understanding journeys allowed companies to innovate and improve processes. The document encourages completing a survey to share customer journey insights and contact the author for more on Gauri's engagement model.

1. Discover how insightful Customer Journey
Mapping leverages Digital Transformation
“Bridging Technology and Process To Optimise Customer Engagement”
Gauri
Charles Powiesnik
Customer Engagement Consultant, Gauri Ltd
3/12/15

2. Customer Journey

3. Why
Customer Journeys ?

4. Leveraging Digital
Transformation

5. Conversion, Loyalty
Sustainable Profit

6. Vendor Customer

7. There’s Always
a
Gap !
Vendor Customer

8. Vendor Customer
The
Engagement Gap

10. The Real Problem?
Missing Insights of the Customer Journey …

11. Customer Engagement
Formula

12. Be The Customer
Map the Customer Journey
Get Curious
Seek Brutal Feedback
Innovate & Invent
Customer Engagement
Formula

13. Be The Customer..

14. Map the Customer
Journey

15. Customer Journey

16. Touchpoints

17. Add Emotion
…Moments of Truth

18. Your Engagement
Evaluated

19. This is the Value
Architecture of
Customer
Engagement

20. Get Curious

21. Value Derailers

22. Value Drivers

23. Seek Out Brutal
Feedback

24. Value Enablers
Value Accelerators

25. Innovate and Invent

26. Kabbage

27. Loan 5,000x
Faster

28. Leave the
Competition Behind
with re invented
engagement

29. Sprite Zero
India

30. Sprite Zero
B2B…B2B2C

31. Be The Customer
Map the Customer Journey
Be Curious to Unlock Value
Seek Brutal Feedback
Innovate & Invent
Customer Engagement
Formula

32. Let’s Share Your Customers Journey
Complete the Survey
at
Gauri Invitation
http://iserve.ingenium-ids.org/s/e1exuknxxk/%5Brecord%5D

33. Thank You
Gauri’s Engagement model Takes You & Your Customer
Further
Contact Charles at Gauri on
07739 638 831
charles.powiesnik@gauri.com