Journey Mapping

Customer Experience News 160: Porsche Customer Journeys, Prospect-Centric vs Customer-Centric, Bank Bots and Macca’s Tech

Alex Allwood ALEX ALLWOOD, Customer Experience, Customer Experience News, CUSTOMER JOURNEY, CX, CX Strategy

How Porsche Aligns Complex Customer Journeys (4min)
Important lessons from the My Porsche team on using customer journey mapping to align complex customer journeys across multiple product teams, to deliver a seamless brand experience to customers with exceptionally high expectations.
Are You Prospect-Centric or Customer-Centric? (2min)
It’s a question that goes to the heart of what constitutes a customer. This article argues that Customer Data Platforms (CDPs) and Customer Relationship Management (CRM) platforms, are more about prospects than customers, and sets out three simple, operational criteria for identifying a customer-centric company.    
How Bank Bots are Reading Your Emails (2-3min)
In a good news story for NAB customers, the bank is introducing ‘natural language processing technology’ to read customer emails and direct them to the right area for action. The bank is expecting this use of artificial intelligence will improve both speed and accuracy in the handling of customer complaints.  
Macca’s Masters Drive-Through Tech (1min)
McDonald’s continues to up investment into technology infrastructure and digital capabilities with the acquisition of conversation technology company Apprente. Employing new voice technology at the drive-through is just one way McDonald’s is intending to meet the “rising expectations” of it’s customers.