Improving the Customer Experience with Journey Mapping
Date: Jul 18, 2018
Time: 2:00 PM ET
In 2015, Southern Company Gas dedicated its efforts to pursue customer journey mapping and understand the onboarding experience from the customer perspective. The company’s efforts captured pain points and customer emotions and helped identify gaps between its customer experience strategy and the reality of the customer journey. In its first major project since the journey mapping efforts began, Southern Company Gas saw an increase in online natural gas conversions and a decrease in call volume.
Join Chartwell’s webinar to learn how Southern Company Gas used the lessons it learned from journey mapping to streamline internal processes and increase customer engagement.
Doris Yon – Senior Business Analyst, Southern Company Gas
Doris joined Southern Company Gas in 2014 and is responsible for developing and managing the Voice of the Customer strategy for the enterprise. She leads customer journey-mapping exercises to identify process improvement opportunities and create a better customer experience.