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THINK TANK RESULTS PRESENTATION </br> How to measure the multichannel customer experience? 24 November 2015

Customer-centric design: - Methodology to identify behavioral segments for relevant customer journeys identification - Definition of in-scope journeys portfolio - Transfer to actual customer behaviour - Identification of available data relevant for experience analysis - Integration with voice of the customer and top down evaluations - Definition of journeys measurement processes - Outcomes measurement - Pain spotting and identification of potential benefits for single specific individuals (caring actions) - Pain points distribution mapping and input to journeys design optimization processes (experience design) - Identification of KPI set and algorithms
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