Customers expect their experience with your brand to be easy, valuable, personalized, and seamless across channels. And, there are many different tools and methods that allow you to gain a view into their journeys. However, companies need a comprehensive, highly visual way to look across all customer touchpoints with your brand in combination with your employee’s journey, your business processes, technologies, and architecture. By mapping their journeys with these other elements, an Engagement Blueprint (versus a customer journey map) helps you better understand pain points and opportunities across all touchpoints and turn customers into brand advocates.
During this webinar, CX experts Andrew Hogan from Forrester Research and Michelle Berryman from LiquidHub will discuss how to gain a detailed view into the customer experience. Through this process, you will be able to identify key issues, align key stakeholders, and prioritize CX initiatives in order to build a stronger brand and deliver meaningful experiences to customers and employees