Webinar #2 | 'Organising Journeys' | Redefining Customer Journey Management | TheyDo X Essense скачать в хорошем качестве

Webinar #2 | 'Organising Journeys' | Redefining Customer Journey Management | TheyDo X Essense

Ready for Webinar 002 on 'Organising Journeys' with panellists Niels Corsten (VodafoneZiggo) and Jons Janssens (former Ace&Tate)? Check out the key highlights below: Key takeaways 1. Start doing, instead of overthinking everything journey organisation forever. 2. Hierarchy and levels in journeys will arise once you get going. 3. A single source-of-truth for all journeys is key for company-wide adoption. 4. Technology should enable journeys, not dictate customer experience. Format Join our panel-led discussion designed to give you an understanding of how to redefine your own Customer Journey Management. Speakers --About Jons: As former CIO of Ace & Tate he helped transform the company into an omnichannel experience. His ‘trademark’: provide customers with the freedom of how, where and when to shop. We’ll hear from Jons how he used technology to provide the rails to the customer journey (and not the other way around). --About Niels: Niels is leading CX and Service at VodafoneZiggo. With a wide-ranging experience in both fields (he even co-developed the Service Design Maturity Model) Niels has a fresh perspective on creating a lasting customer journey framework. Intro 0:00 | Jochem explains the real reason why 'organising journeys' is vital for modern times 1:50 | Jochem tells you why we invited Niels Corsten (VodafoneZiggo) 2:20 | Jochem introduces Jons Janssens 3:39 | Harald sets the stage by explaining the CX framework that we develop across this series 6:30 | Harald explains in more detail what the journey framework constitutes for small businesses vs. large corporations Niels Corsten 8:31 | Niels describes how he organizes journeys within VodafoneZiggo 10:10 | Niels describes his management role as head of CX (hands-on vs. driving the CX transformation) 11:20 | Niels describes how he identified 7 key journeys and how this helps to identify opportunities and impact the entire company 13:55 | Harald recaps the move from department CX to company-wide CX 14:19 | Niels explains the 4 levels of customer journey management 15:00 | Niels explains level 1 - The end-to-end-lifecycle which is brand agnostic 16:05 | Niels explains level 2 - The strategic journey including performance monitoring 17:20 | Niels explains level 3 - The tactical journey, used mostly by Product Owners 19:09 | Niels explains level 4 - The user journey, f.e. an installation flow 21:57 | Niels explains the inner-workings of bottom-up vs. top-down CX transformation 23:21 | Jochem asks how to deal with opportunities in a legacy sensitive corporate like VodafoneZiggo? Jons Janssens 25:53 | Jons goes into how technology has become an enabler for an omni-channel experience 26:40 | Jons underlines how complexity in any organisation grows, if you add more people 27:02 | Jons addresses 'Conway's Law' to explain the correlation between an organization structure and its codebase 27:54 | Jons explains why Ace&Tates' business model drew him in to start working there 29:24 | Jons summarizes his role 30:05 | Jons elaborates, but this time on the role customer journeys play in developing a roadmap and identify the anatomy of a company 31:03 | Jons goes on to explain that a journey can therefore help you determine where to invest 31:40 | Jons give specific examples of a continuously changing journey within Ace&Tate 32:57 | Harald checks Jons' insights about omni-channel journeys 34:21 | Jons emphasizes the role of the customer, but also how you can give a 'nudge' 35:40 | Harald summarizes which factors drive each other Niels Corsten 36:44 | Niels goes on to explain how to deal with the 'to-be' experience 38:27 | Niels underlines how the journey frameworks help him and his team identify connections between journeys and opportunities that may arise hereof 39:40 | Niels addresses thinking in 'service patterns' and how to apply this to different journeys 41:24 | Niels explains the role of transparency by mapping out journeys 42:01 | Jochem asks Niels to mention one thing he knew when he started... 43:50 | Niels explains the role of continuous Customer Journey Mapping Jons Janssens 45:11 | Jons explains why the traditional silo-based structured companies are having trouble adopting a customer journey way of thinking and the role of leadership 47:08 | Jons becomes shares an important learning that to speed up the average adoption time of 2 years, you have to show customer evidence 48:33 | Niels adheres to Jons and underlines the tendency to make assumptions and the importance of debunking these assumptions through customer evidence QUESTIONS? Get in contact with TheyDo or Essense by sending an e-mail to [email protected] or [email protected] SAVE THE DATE Stay tuned for our next webinar on Wednesday February 24, 16:00 - 17:00 (CET). -- register HERE: https://theydo.zoom.us/webinar/regist... See you soon! www.theydo.io www.essense.eu