Customer journey mapping is an essential tool for understanding and enhancing customer experience. Stacy Sherman, a professional speaker, coach and business advisor with a wealth of experience in the customer experience field, recently shared her insights on this topic, along with her perspectives on agent experience, the role of AI, and the importance of communication.
Artificial intelligence is transforming the customer service industry by automating routine tasks and enabling agents to focus on complex issues. AI-powered simulations further enhance agent training, building confidence and skills. However, the importance of human interaction in maintaining accurate knowledge bases remains paramount.
Sherman, a practitioner of customer journey mapping, advocated for involving a cross-functional team to map the entire journey, from awareness to post-purchase. This collaborative approach identifies and addresses pain points in the experience.
Communication is crucial, according to Sherman. Understanding both colleague and customer perspectives and empowering frontline employees to resolve issues are key aspects of fostering a positive customer experience.
Companies like Trader Joe’s and Apple exemplify Sherman’s principles in action, highlighting the importance of employee experience and personalized service.
Sherman’s insights provide a practical framework for businesses to enhance their customer experience. Her emphasis on empowering employees, utilizing technology, understanding the customer journey, and prioritizing communication is crucial in today’s competitive market. By embracing these principles, businesses can exceed customer expectations and solidify their market position.
Blake Morgan was called “The Queen of CX” by Meta. She is a customer experience futurist and author of three books on customer experience. Don’t miss her new book, “The Eight Laws of Customer-Focused Leadership.” To learn more visit www.8CXLaws.com.
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