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
This presentation is reserved for Efma members.
Are you a member? Please log in or create a free account to access it
You are not a member yet? Check out all membership benefits

Download files:

Related Content

Speaker 3
Speaker 3 17 November 2016
Supporting a bright future
Best Physical Distribution Innovation
Debunking the big data myth