Business Lead, Cemantica
Passionate about Customer experience, CX has always been at the heart of Eytan’s career; from his proven track record in international CEM projects to his work as a business consultant supporting clients in their digital transformation journey.
As a CCXP certified professional, Eytan consults global businesses across multiple sectors to help them understand and transform their customer journeys through best practices and innovative technologies.
A true evangelist and thought leader, Eytan speaks and writes regularly on CX industry media with authority and passion plus mentors fellow CX professionals to spread the power of customer experience!
14:10 - 14:35 Map your customer journey, manage your CX program and collect real-time customer feedback on the same platform
Eytan Hattem, Business Lead, Cemantica
- Build and analyze B2B or B2C personas mapping demographic information as well as the non-conscious psychological aspects of the personality to better understand your customer purchase behavior
- Map your customers stages, interactions, touchpoints, pros, cons, insights and the backstage swim lanes and customized your map with your specific organization key information
- Manage your CX Programs evaluating the organization CX maturity, defining the CX strategy and brand values
- Feed the Journey Platform with VoC data (satisfaction surveys, NPS studies, social interactions, CRM etc.) in real-time and segment your customers per persona
- Compare and cross-reference your personas sentiment level in your journey map with the real sentiment level of your customers and get in-depth analytics dashboard
- Ideate solutions based on a RCA model that comes as an outcome of the pain points that were mapped during the journey mapping process
- Build an action plan with a clear timeline, ownership and status monitoring