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DESCRIPTION
Digital-native organizations are digitizing their entire critical Customer Journeys at scale to realize improved Customer Experiences and Engagement. They achieve these results by transforming their products, processes, legacy systems and technology, and culture to become truly digital businesses.
Becoming a digital business and revolutionizing multiple Customer Journeys concurrently needs restructuring, integration of existing systems, building new capabilities, and deploying existing competences in a different way. Organizations are maintaining customer engagement and beating competition by digitizing all of their important Customer Journeys.
This presentation presents a detailed overview of the 5-phase Omni-channel Customer Journey Design approach that is critical for improving Customer Experiences and accomplishing higher Customer Engagement:
1. Develop Enterprise Customer Experience Story
2. Prioritize Technology Transformation Projects
3. Develop a Flexible Ecosystem of Technologies and Platforms
4. Adapt Principles of Strong, Agile, and Lean
5. Be Adaptive in Performance Management
The slide deck also includes some slide templates for you to use in your own business presentations.
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Source: Best Practices in Customer Experience, Customer Journey PowerPoint Slides: Omni-channel Customer Journey Design PowerPoint (PPT) Presentation, LearnPPT Consulting
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OVERVIEW
ABOUT THE AUTHOR
We are a team of management consultants trained by top tier global consulting firms (including McKinsey, BCG, Deloitte, EY, Capgemini) with a collective experience of several decades. We specialize in business frameworks based on real-life consulting engagements.
We have served 100s of clients that range from Fortune 500 companies to tech startups to $1B+ private companies.
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Customer Decision Journey Customer Experience Digital Transformation Corporate Culture Customer-centric Organization Service Design Social Media Strategy Customer Care Robotic Process Automation Big Data Mobile Strategy Customer Satisfaction Strategy Deployment & Execution Cash Flow Management Hoshin Kanri Strategic Planning Operational Excellence Omni-channel Marketing Sales Balanced Scorecard Problem Solving Growth Strategy
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