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Description
Digital teams at banks and insurance companies are keen to digitize the customer life cycle from end-to-end, pushing for 100% digital sales and service, but these strategies are based on unvalidated assumptions about what’s best for customers and can result in misunderstandings of customer behavior and preferences and low adoption of newly developed digital tools.
Using customer journeys as a unifying methodology can help digital business strategy teams bring focus and alignment, prioritize, and build great digital and cross-touchpoint customer experiences.
In this webinar, learn how to use customer journey and ecosystem maps to design, develop, and deliver a digital strategy that is customer-centric, aligned with ongoing business and technology initiatives, and reflective of existing capabilities.
Agenda:
- Digital strategies are too inside-out; firms need to follow a disciplined, customer-focused process.
- Make customer journey mapping part of your digital strategy.
- Use customer journey maps for Agile development.
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