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The Modern Customer Podcast
Mastering Customer Journey Mapping for Better Business Outcomes
Jul 30, 2024
Stacy Sherman, a seasoned business advisor and speaker in customer experience, teams up with Blake Morgan, a customer experience futurist and author, to dive deep into customer journey mapping. They discuss the pivotal role AI plays in enhancing customer interactions and agent experiences. The conversation turns to overcoming challenges in BPO services, emphasizing the need for effective knowledge updates. Personal insights add a light-hearted touch, revealing the importance of mental health and family connections in their busy lives.
28:28
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Quick takeaways
- Enhancing agent experience through dedicated support and motivation is vital for improving customer perception and service quality.
- Customer journey mapping, requiring interdisciplinary collaboration and genuine customer feedback, is essential for identifying pain points and enhancing overall customer experience.
Deep dives
Understanding Agent Experience
The agent experience in customer service is crucial, as these agents often serve as the first point of contact for customers. Recognizing the agents as part of the front line is essential, as their interactions can significantly influence customer perceptions. Companies can enhance agent experience by providing dedicated support from recruitment through training and onto customer interactions. Motivating agents to perform their best is vital, particularly in a challenging environment where they may feel undervalued and constrained by rigid scorecards and scripts.
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Discover
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Listen to the best highlights from the podcasts you love and dive into the full episode