Map Customer Experience across touch points by channels to identify loyalty drivers.

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CUSTOMER EXPERIENCE MANAGEMENT
Solutions ► Customer experience management
MAPPING CUSTOMER EXPERIENCE ACROSS TOUCH-POINTS
Identify touch-
points
Primary data
inputs
Data
integration
KPI
dashboards
Actions and
response
Key action areas
 Identify customer loyalty
drivers and pain points by
mapping touch points by
channels
 Measure / analyze touch
point satisfaction
 Identify cross-sell propensity
by customer segment
 Identify improvement
opportunities at product
design and self-service
levels
Social media dataContact center data
Net Promoter Score,
voice of customer data
Ad/brand research
survey data
Best practices
 Standardized cross-market
best practices and procedures
 Set up command center to
drive end-to-end governance,
visibility, and standardization
 Sharing of operations across
geographies