Why customer journey mapping matters more than ever

Sumita Mullick, Vice President of Customer Service and Operations Analytics at Wellmark Blue Cross and Blue Shield
Sumita Mullick
Webinar Speakers
Sumita Mullick

About this talk

Q&A with Sumita Mullick, Vice President of Customer Service and Operations Analytics at Wellmark Blue Cross and Blue Shield

When enterprises talk about customer experience, they often look into optimizing operations in the call center and ignore the entire customer journey - to their own peril. The most effective companies analyze operations company-wide to drive end-to-end CX. Those who don’t invest in mapping the customer journey miss out on opportunities to not only retain customers, but to improve critical, enterprise-wide business goals.

Don’t take it from us. Take it from Vice President of Customer Service and Operations Analytics at Wellmark Blue Cross and Blue Shield, Sumita Mullick. With over 10 years of experience optimizing the customer journey across enterprises, Sumita knows what it takes to create a customer experience that attains and retains customers.

Register for our upcoming session with Sumita to participate in our Q&A and learn:

  • Why it’s critical for enterprises to review and improve the entire customer journey from beginning to end, and not just focus on the call center.
  • How to identify growth opportunities that are rooted in customer experience optimization, but result in impactful outcomes across your entire business.
  • Why providing a positive employee experience can have just as many positive results for customers as improving technology and processes do.
  • The cost of NOT prioritizing customer experience.

 

Check out our other webinars

Get the latest insights on Guided CX from Glance.

image_914455-1
Digital Transformation

Effortless digital transformation: Leading with process & technology

About this talk KT Ellis, Senior IT Product Manager at Dutchie, knows CX. They have 10+ years of experience implementing and optimizing customer experience processes and systems across enterprises.
KT Ellis
Webinar Speakers
View Webinar
Why CX should embrace AI
Digital Transformation

Why CX should embrace AI

About this talk ChatGPT has shown us that we can expect more from software. At the same time, artificial intelligence (AI) has become a buzzword, promising to completely transform customer experience. However, many enterprises are still hesitant to adopt AI, fearing the risks of technology and uncertain about its potential benefits.
Tom Martin David Butler
Webinar Speakers
View Webinar
Customer Retention

How to lead contact centers with empathy for transformational CX

About this talk Digital transformation is no longer negotiable in contact centers. Outdated systems can negatively affect agent culture and productivity, ultimately impacting customer experience. Companies who manage to understand and reflect the customer’s voice in their CX strategy and build a business case for investing in the latest technology will see revenue growth. In this Q&A webinar, Ollie’s Director of CX, Ben Devey, will share his extensive experience in the contact center world, from inbound customer service all the way up to management. He will share strategies that he has deployed to embrace the latest contact center technologies and enhance the customer experience such as: Developing processes to listen to the voice of the customer, with a focus on direct-to-consumer models. Creating customer journey maps to identify areas of friction for the customer. Leading with a culture of empathy in the contact center. Register today!
Ben Davey
Webinar Speakers
View Webinar

SCHEDULE A DEMO

Join your customers inside your digital spaces

Set your digital customer experience apart from the rest with Glance Guided CX.