Omni-channel Customer Journey Design (PowerPoint PPT)

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.

This PPT delves into the evolution of the Customer Journey from a traditional linear model to a continuous, cyclical process, driven by advancements in digital technologies. It includes a detailed examination of the Consumer Decision Journey, a four-phase model introduced by McKinsey, which captures the customer's path to purchase. The framework emphasizes the importance of active evaluation and the moment of purchase, providing a comprehensive view of the modern customer decision-making process.

The presentation also highlights the Nonstop Customer Experience Model, which focuses on the cyclical nature of the Customer Journey. This model underscores the significance of continuous improvement and iterative design in enhancing customer experiences. By leveraging robust technology infrastructure and IT systems, organizations can create a seamless, integrated ecosystem that supports dynamic interaction models and curtails security threats. This document is essential for businesses aiming to stay competitive in the digital age by optimizing their Customer Journeys.

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Source: Best Practices in Customer Experience, Customer Journey PowerPoint Slides: Omni-channel Customer Journey Design PowerPoint (PPT) Presentation, LearnPPT Consulting