A lot of organisations as they grow and scale, recognise the importance to simultaneously develop both the CX function and process improvements. Before starting the journey mapping exercise, it makes sense to do process mapping at the back end. When combining both – the CX and process mapping in the so-called ecosystem of the front end and back end, businesses can achieve the best outcome for the customer. The question for all process improvements becomes - what will be an impact on the customer? And together with the CX team they will be able to map what the desired experience will be.

In this thought-provoking session, discover:

• How to design what ideal journey looks like when adopting journey mapping analysis
• How to overcome challenges such as outdated systems, team commitments/time allocation, equipping staff with tools
• How to measure a healthy journey and improve those underperforming