This document discusses mapping customer experience across touchpoints. It identifies key areas such as identifying customer loyalty drivers and pain points by mapping touchpoints across channels. It also discusses measuring touchpoint satisfaction, identifying cross-sell opportunities by customer segment, and identifying improvement opportunities at the product design and self-service levels. Primary data inputs include social media data, contact center data, and surveys. Key action areas involve standardized best practices, setting up a command center for governance and visibility, and sharing operations across geographies.

1. 1© 2015 Copyright Genpact. All Rights Reserved.
CUSTOMER EXPERIENCE MANAGEMENT
Solutions ► Customer experience management
MAPPING CUSTOMER EXPERIENCE ACROSS TOUCH-POINTS
Identify touch-
points
Primary data
inputs
Data
integration
KPI
dashboards
Actions and
response
Key action areas
 Identify customer loyalty
drivers and pain points by
mapping touch points by
channels
 Measure / analyze touch
point satisfaction
 Identify cross-sell propensity
by customer segment
 Identify improvement
opportunities at product
design and self-service
levels
Social media dataContact center data
Net Promoter Score,
voice of customer data
Ad/brand research
survey data
Best practices
 Standardized cross-market
best practices and procedures
 Set up command center to
drive end-to-end governance,
visibility, and standardization
 Sharing of operations across
geographies