On September 14, 2021, Phase 5 Partner Andreas Noe and Phase 5 client Tanya Fowler (Head of Customer Experience at FCT) were featured speakers at the Insights Association's X Event. Their presentation,
Customer Journey Mapping: 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. This presentation also dives deeper into the "Aha Moments" and Lessons Learned during the journey mapping process, ultimately getting us to the customer's "Victory Circle".
Some key takeaways include:
Download the complete presentation now!