Mastering Customer Journey Mapping for Better Business Outcomes | Blake Morgan #CX

Customer journey mapping is a critical 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.

#customerexperience #cx

BOOKMARKS:
00:00 Introduction
00:50 Meet Stacy Sherman: Background and Career Journey
04:09 The Importance of Agent Experience
06:50 AI in the Contact Center
08:27 Customer Journey Mapping Essentials
14:48 Communication Strategies for Customer Experience
25:18 Rapid Fire with Stacy Sherman

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