Contact

Customer journey masterclass for ING eCom managers

Customer journey masterclass

ING

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.

Duration

4 weeks

Tools

Journeys
‘Be the customer’
Training

 

ING Home page
Customer journey mapping
Boom

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

3

Workshops

20

People trained

5

Key journeys identified

Want a masterclass for your team? Contact Sophie

Other cases

Waiting experience

UMC Utrecht

view case

Self-service experience

KLM

view case

Tablet assisted sales

De Bijenkorf

view case

Startup in Residence

City of Amsterdam

view case

Who is the customer?

Vingino

view case

Improving passenger experience

Transavia

view case

Bag drop-off

KLM

view case

Project lead CS program

Global sports brand

view case

College choice tool

Ministry of education

view case

Customer discovery

The Social Handshake

view case