For any organization, the implementation stage of a transformation project can be the most challenging. Not just making the change happen, but also making it stick.
However, understanding whether transformation has been truly successful is dependent on the organization having a clear picture as to how far ‘the dial’ has been turned. For this, the business not only needs to understand whether it is hitting the new goals, but also its starting point. You have to know the path before you can walk it.
Many organizations have a vision as to what they want their businesses to be like in the future. However, some don’t really understand what their customers’ experiences are currently like. Having clear and relevant goals, combined with accurate and timely measurement - from start to finish across well mapped-out customer journeys - are all central to understanding the success or failure of a change program.
In this webinar, Steve Hurst, Editorial Director, Engage Customer and Ian Williams, Director, Customer Experience Management, Confirmit, took a pragmatic look at how to use VoC data and journey mapping to deliver measurable business results.