Live Webinar | July 25, 2024 | 12:00 - 12.30 pm EDT
Many Customer Experience (CX) teams believe that only measurable elements can be effectively managed. Therefore, metrics like Net Promoter Score (NPS) and Customer Satisfaction (CSAT) have become crucial for those involved in CX. However, to what extent do these benchmarks aid in designing consistent customer experiences? Are they the right tools for delivering optimal service to customers?
Robert Horndasch addresses this question with various use cases, highlighting the strategic impact of Journey Management on a company’s service excellence.
Expect strategic insights and valuable best practices.
Your speakers and moderators
Robert Horndasch
Chief Excutive Officer at cxomni
Robert Horndasch is the Chief Executive Officer (CEO) of cxomni. In this role, he oversees the development and execution of the company’s strategy and the successful scaling of cxomni’s SaaS business. With extensive experience in consulting and systems integration, Robert has held senior management positions at prominent companies such as IBM, BearingPoint, and Deloitte. His focus has been on the development of digital transformation programs, the expansion of new customer business, and the profitable growth of innovative business areas.
Christian Peksen
Sales Manager at cxomni
Christian Peksen is Sales Manager at cxomni. He studied Psychology in Vienna and Human Factors & Engineering Psychology at the Technical University of Twente and was previously Head of Consulting at Schuhfried GmbH. Christian’s mission is to help companies succeed in the digital age through effective and sustainable customer journey management. He places great importance on understanding the individual needs of customers, guiding them through the testing process and, together with the customer success team, enabling a seamless onboarding experience.
In this context, it can be beneficial to think creatively. Service managers can learn from engineers who develop and continuously improve complex products using standardized software tools. Recently, the methodology of Journey Management, combined with appropriate tools, has emerged as a robust foundation for efficient service engineering. But how should companies implement Journey Management to ensure it serves as the cornerstone for excellent services?
But to achieve this, companies need to manage the entire customer experience ecosystem around the journey. This includes all aspects that impact the customer experience-from customers, employees, and partners to the technical systems and processes that support customer interactions. Journey management platforms help manage this complexity and make the impact of service excellence visible and measurable.
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Overview
Collaborate across teams to create customer journeys
Merge your journey maps with a framework designed for your company
Connect data sources with your customer journeys and touchpoints
Distribute relevant insights and trigger actions – continuously and automatically
Overview
Your toolbox for a standardized CX/UX taxonomy
Connect all data sources at Touchpoints and Customer Journeys
Orchestrate insights on requirements and recommendations for action
Overview
Overview
cxomni was founded as a start-up in Munich and is a thought leader for Customer Journey Management
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