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Top Takeaways:


“ Organizations need to modernize workflows across customer engagement and service delivery to provide seamless experiences for customers.” “Customers love information. Proactive communication (through texting, chatbots, etc.) creates a better customer experience.” “Process mapping the customer engagement and customer operations is how businesses can improve their end-to-end customer experience.”


John Ball is the executive vice president and general manager of Customer Workflows at ServiceNow, a company that creates great customer experiences through digital workflows. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio. This episode of Amazing Business Radio with Shep Hyken answers the following questions … and more:
  1. What is process mapping?
  2. How does process mapping improve the employee experience?
  3. What happens in the engagement layer of customer service?
  4. How can businesses modernize customer operations?
  5. What is an end-to-end customer journey?

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