Many organizations fail to create seamless customer experiences due to misaligned internal processes and customer journey strategies, leading to inefficiencies and missed opportunities, as they often focus too much on internal processes rather than the entire customer journey.
In this video Brenda Batista-Mollohan shares a case example from the telehealth industry and explain how to align experience mapping and process improvement.
#cx #journeymapping #customerexperience
00:00 — Intro
00:15 — About the talk
03:00 — The agenda
04:45 — Understanding the relationship
07:40 — Aligning the journey with process improvement
11:15 — Identifying customer's pain points
18:05 — Utilizing KPIs
22:05 — Journey process
24:30 — Patient journey
36:50 — Q&A: What’s your advice on engaging stakeholders in journey mapping?
38:53 — Q&A: Are the personas based on demographics or behavioural data?
40:11 — Q&A: How often do you engage into cross functional meetings to explore the situation?
42:00 — Q&A: How to scale journey mapping?
Connect with Brenda - https://www.linkedin.com/in/brenda%2Dbatista%2Dmollohan
USEFUL LINKS
📝 Learn a pragmatic approach to patient journey mapping — https://uxpressia.com/blog/pragmatic-patient-journey-mapping?utm_source=youtube.com&utm_medium=social&utm_campaign=internal_event_recording_brenda_26.06.2024
📝Get a template of patient journey map — https://uxpressia.com/blog/patient-journey-template?utm_source=youtube.com&utm_medium=social&utm_campaign=internal_event_recording_brenda_26.06.2024
📖 Journey mapping in healthcare whitepaper — https://uxpressia.com/healthcare-journey-map#set
Customer Journey Mapping Online Tool — https://uxpressia.com/customer-journey-map-online-tool?utm_source=youtube.com&utm_medium=social&utm_campaign=internal_event_recording_brenda_26.06.2024
Sign up for a free demo here 👉 https://uxprs.typeform.com/to/rZcvXIbP?src=bridge_gap_in_telehealth_event_recording
Music: bensound.com
License code: B0IDPSMABCUJ1LNM