Customer Journey Mapping presentation

On February 8th Martin Wright of Martin Wright Associates and Oakleigh Wood of Customer Service Measurement presented an overview of some of the key customer journey mapping techniques and, with the help of case histories, described the transformation they can achieve.  Questions from the audience of 60 which were answered included:

  • How to manage outsourced elements of a customer journey
  • How often complete journeys are mapped vs looking at ad hoc elements
  • Who is the best person to sponsor such a programme
  • How to create alignment across functions

If you would like to discuss any issues relating to customer journey mapping and project managment email Martin Wright or call him on (01225) 336977.  Or for more information on the qual and quant techniques email Oakleigh on oakleigh@csmsurveys.com or call him on 0800 970 9940.