In today’s hypercompetitive market, brands must connect authentically with their audiences and offer compelling experiences across an increasing number of channels, devices, and applications. To succeed, companies must move beyond singular touchpoint events and narrowly focused journeys or risk losing sight of what the customer sees and wants. It can be easy to make assumptions about how others experience the world. Customer Experience Mapping holistically looks at how people interact with your brand and what drives them from an emotional and behavioral perspective so you can make the necessary changes to your value system to deliver meaningful experiences.
Access this webinar to learn how to map the complete end-to-end customer experience by using ethnographic and design research techniques to capture the activities and emotions of people in a particular context over time in relation to your product or service.
Our experts will share best practices and practical tips and showcase case studies on how top customer experience (CX) teams succeed by being driven by the customer’s values, needs, and desires, not a company’s organizational structure.
•Use human-centered research techniques to see and understand your customers in new ways as real people.
•Identify the real problems to solve with evidence-based unmet needs and insights that enrich the brand experience.
•Produce validated data-driven Customer Experience Maps that can drive strategic business decisions.
•Quantitatively validate opportunities and prioritize the right areas for investment.
•Create Customer Experience Maps that become a holistic single source of truth and a collaborative platform for future organizational change.
•Actively manage the customer experience every day by making the experience visible to all stakeholders.
Whether you’re an industry leader, a seasoned professional, or new to experience journey mapping, this webinar will provide you with the knowledge and tools to elevate your customer experience strategies. Access the webinar recording and download the slide deck through the THRIVE Knowledge Center today!
Click the “Download Article” button below to access the content. You will be directed to a new page.