Overview
Join IWFM’s Customer Experience Working Group for this interactive session as they discuss customer journey mapping for workplace and facilities management professionals.
This webinar accompanies the launch of the Group’s latest guidance, due to be launched w/c 14 March, which has been created to help our profession put the customer at the centre of long-term planning, helping you to think clearly about the experiences your customers will have when using the services you and your colleagues provide, as they follow their ‘journey’.
It sets out an approach that can be followed to represent the customer journey and help plan a continually evolving approach to positively influence customer experience (CX).
The guidance, which builds upon the Group’s two recent guides on people management good practice and measuring CX, has been developed as an introduction to the CX perspective for persons not specialising in the area of facilities and estates, encouraging engagement and commitment in putting customers at the heart of what your organisation does.
The experience that customers desire, and commonly pay for, shapes the future of all organisations. CX is a key driver for productive service delivery and an essential tool for managers seeking to improve value and performance.
The guide seeks to make CX mapping logical, measurable, and therefore manageable – and this webinar will help you to understand this key area more clearly.