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A typical customer call will generally involve user authentication, CRM, ERP, ECM, and other systems to complete the journey for the customer. He earned his EDP and M-EDP certification from Xplor and his MBA in 2007 from the Lake Forest Graduate School of Management. Customer JourneyMapping. Scott Draeger.
His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journeymapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.
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