MAP THE ENTIRE CUSTOMER ECOSYSTEM
As part of out 2017 Customer Obsession series, we are holding one day workshops to feed your customer obsession. You can change the customer experience unless you know what is causing it to be the way it is.. Learn the little known EcoMapping skills that will give you insight like never before. Forrester research shows that 81% of customer experience professionals are mapping experiences from the customer perspective but only 21% are mapping the ecosystem. Don't get left behind.
ONE DAY IS ALL YOU NEED...
CASE STUDY PART 1
Step into the fictional world of GLOBEX Insurance who see them self as extremely customer focused. They traditionally map customer journeys and internal process separately and don't ever consider other ecosystem factors. Together, we will step in and help them understand their entire customer ecosystem. What we help them discover will be shocking.
CASE STUDY PART 2
Uncover the unintended consequences of a well meaning company. See how a company's metrics, mindsets and motivators drastically effect how the customer is treated. Once the blinkers have been taken off we will see true cause and effect and be able to make small changes that offer massive impact. Once we step back and see the bigger picture we will never think about experience and process mapping in the same way again.