Customer Journey Mapping: Find the Gaps, Fix the Pain Points – Webinar (2 Dec 25)

Have you ever thought what your customers’ journeys look like, from their perspective? Are you able to find the gaps and fix the pain points? Join our free webinar, ‘Customer Journey Mapping’, a 30-minute taster session. Based on some of the key research from The Institute of Customer Services we will cover key insight and top tips on what Customer Journey Mapping is all about. This short webinar will be presented by Alistair, one of The Institute’s Learning and Development Consultants who will take you through the following themes:

• Defining what a customer journey is
• The latest research from The Institute’s UK Customer Satisfaction Index
• A look at what you need to find the gaps and fix the pain points in the customer journey – it’s their journey, not yours
• A look at different types of journey: Operational Journey, Service Journey, Complaints Journey
• Q&A and next steps: information on how to attend the Customer Journey Mapping workshop in full

Questions may be posted in the chat during the webinar, with an opportunity for further questions and answers towards the end of the webinar depending on time.