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Designed to meet the unique needs of service management and technical support leaders, Service Management World will explore the strategic and tactical elements of managing and deploying an optimal service management strategy.

Session 506: The Importance of Insight: Mapping and Collecting Feedback from Along the Customer Journey

Duffy Miller  (Voice of Customer Program Manager, Wesco International)

Location: Turks 6

Date: Wednesday, November 15

Time: 11:30 am - 12:30 pm

Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass - Get your pass now!

Track: Driving Strategic Decision-Making, Connecting the Dots: Frameworks and Methodologies

Session Type: Session

Vault Recording: TBD

Audience Level: Intermediate/Advanced

Collecting and analyzing feedback from the perspective of the customer journey not only allows for issues to be uncovered, it also allows us to see where issues arise from the customer viewpoint, and how those events affect the rest of the customer journey. Mapping feedback in this way then allows us to isolate issues that are impactful not only in the moment, but also identify the ones that may (or will) greater impacts later in the customer journey. In this way, we can identify not only the most common issues our customers face, but the most damaging issues that we want to avoid. In this session, learn why it's better to map feedback along the customer journey, how to map a journey with touchpoints, and how decide where and when to collect feedback. Insight is important; learn how to harness it for continuous improvement.