Featuring:
Joana de Quintanilha, VP, Principal Analyst
Keith Fletcher, International Customer Experience Manager at E.ON
Show Notes:
In our second episode showcasing E.ON’s journey toward customer centricity, we talk to Forrester VP and Principal Analyst Joana de Quintanilha and Keith Fletcher, International Customer Experience Manager at E.ON, to examine the inner workings of journeys at E.ON. We discuss:
- What makes a great journey manager?
- How do you build a customer-centric culture?
- How do you mix journey maps with other tools such as service blueprints?
- How do you scale cross-functional working?
- How do you balance your attention between developing new journeys and optimizing existing ones?
Tune in to hear Keith and Joana discuss these topics, and check out last week’s episode to hear Part 1.
Categories
