Customer journey masterclass for ING eCom managers
Customer journey masterclass
ING turned to Cnote for a 3 day masterclass in customer journey mapping. We trained ING eCom managers to use customer journeys as the starting point for designing and implementing an improved online experience.
|‘Be the customer’|
Getting in the minds of customers
We developed and facilitated an ING specific masterclass on customer journeys and introduced the Cnote customer journey mapping method and template.
The sessions included basic CX theory, case studies and how-to’s. The heart of the program was when participants put theory into practice by mapping key ING customer journeys, putting themselves in the minds of the customers to sketch out the experiences. For the full experience, they called ING’s customer care center to clarify what the customer experiences when he / she gets stuck.
The outcome was an understanding on how to use customer journey mapping and ideas in improving their business.
Facts & figures
Key journeys identified