Ever wondered how a company can claim to be “customer obsessed” and yet can’t put the customer at the center of what they do because of the walls between corporate departments and product divisions?
FCT and Phase 5 will share a case study on how they used Customer Journey Mapping to break down the silos and create a shared understanding of experiences for the customer – and this in a scalable way thanks to a “train-the-trainer” approach so that teams can continue to collaborate across the organization.
From this case study attendees will learn:
a) Useful tips and tools for engaging internal stakeholders, across many functions and lines of business, to work collaboratively to solve customer problems.
b) Do’s and don’ts for using technology and tools when in-person meetings are not possible.
c) Ways to make internal stakeholders and trainers confident about taking over the customer centricity baton when the consultants conclude their engagement.