On September 7, 2021, Phase 5 Partner Andreas Noe and Phase 5 client Tanya Fowler (Head of Customer Experience at FCT) were featured speakers at the Canadian Research Insights Council (CRIC) webinar, "Enhanced Customer Experience Research". Their presentation,
Driving a Customer Centric Culture from the Outside In
is now available to download.
This Phase 5 / FCT case study illustrates how Customer Journey Mapping was used to break down silos and create a shared understanding of experiences for the customer. Furthermore, our experts explain how to do this in a scalable way thanks to a "train-the-trainer" approach so that teams can continue to collaborate across the organization.
Some key takeaways include: