Journey Mapping in Banking: From Complaints to Compliments скачать в хорошем качестве

Journey Mapping in Banking: From Complaints to Compliments

Watch as Chantel Botha, founder of Brandlove, shares a story of how she used journey mapping (and more than that) to help a business bank convert frowns into smiles for both their employees and customers. Join us as Chantel introduces 3 magical steps the bank took to improve their CX, explains how they implemented those steps, and summarizes the results. Don’t miss the opportunity to learn these steps and start using them to drive meaningful results. #customerjourney #cjm #customercentricity 00:00 — About UXPressia 01:00 — Introduction 04:55 — About Chantel and Brandlove 07:11 — What are the biggest journey mapping challenges 09:45 — Chantel describing the problem the bank faced 11:37 — 3 magical steps 11:53 — Step 1: Engage 15:51 — Step 2: Transform 25:50 — Impact of creating (and using) a persona 27:40 — The journey of care 35:15 — Step 3: Evolve 37:05 — The results 54:25 — A sample Impact Map 40:45 — Q&A: What are key touchpoints or stages in the customer journey that banks should pay special attention to when conducting journey mapping? 46:45 — Q&A: Do you need to establish persona's before conducting your journey mapping process? 48:25 — Q&A: Can you give us a tip to measure the implementation of our results or insights with respect to OKRs or KPIs? 49:55 — Q&A: Can you review the timeline for the process? How long should you allot for the three steps? 53:50 — Q&A: Can you give 3 tips on creating personas for contact center to create a good CJM for those calling? Chantel Botha —   / chantelbotha   📚 Journey Mapping Field Guide — a book by Chantel Botha https://www.amazon.com/Customer-Journ... USEFUL LINKS 📚 Free customer journey mapping guide https://freebies.uxpressia.com/journe... 💡 Learn how to build a corporate banking CJM https://uxpressia.com/blog/corporate-... 💜 Blog post based on the session: https://uxpressia.com/blog/how-to-ban... Customer Journey Mapping Online Tool — https://uxpressia.com/customer-journe... Sign up for a free demo here 👉 https://uxprs.typeform.com/to/AI4CQg?... MUSIC https://www.bensound.com