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CUSTOMER EXPERIENCE MANAGEMENTSolutions ► Customer experience management

MAPPING CUSTOMER EXPERIENCE ACROSS TOUCH-POINTSIdentify touch-

pointsPrimary data

inputsData

integrationKPI

dashboardsActions and

response

Key action areas Identify customer loyalty

drivers and pain points by mapping touch points by channels

Measure / analyze touch point satisfaction

Identify cross-sell propensity by customer segment

Identify improvement opportunities at product design and self-service levels

Social media dataContact center data

Net Promoter Score, voice of customer data

Ad/brand research survey data

Best practices Standardized cross-market

best practices and procedures Set up command center to

drive end-to-end governance, visibility, and standardization

Sharing of operations across geographies