The Ignition Map

From Customer Service to Customer Experience

The customer journey has changed. There is more transparency and the purchasing experience has become a key indicator of a company’s success or failure. The buying public is demanding greater levels of service, quality, and convenience at every phase of the customer lifecycle.  Delivering a memorable experience focuses more on what the customer thinks and feels, rather than what you can offer as a service.  This program highlights the customer journey and its touchpoints and how we can transform our people and our business to be more customer-centric, in order to deliver a positive customer experience.